Field Service Dispatcher - Power Systems

About the Role

Ensures all assigned work is conducted safely, adhering to safety, environmental, and contamination control policies, procedures, and regulations. Enforces proper use of personal protective equipment. Manages field operations and work orders using Dealer Business System Software, coordinates and schedules service requests, and ensures prompt, accurate customer communication and technician dispatch. Maintains equipment, tooling, trucks, and vehicles to company standards and handles customer service calls with professionalism and urgency. Tracks and records inventories, monitors technician performance, and adjusts work assignments to optimize customer service efficiency.

Responsibilities

• Use Dealer Business System Software to manage field operations and work orders.
• Receive, log, coordinate, and schedule service requests.
• Follow company guidelines for customer communication and technician dispatch.
• Maintain the appearance, condition, and maintenance of equipment, tooling, and trucks per company standards.
• Handle customer service calls professionally and urgently.
• Complete daily, weekly, and monthly vehicle and tooling condition reports accurately.
• Maintain, track, and record inventories of trucks, tools, and safety items.
• Monitor Service Technician performance, communication, and follow-through; ensure timely documentation.
• Assign job roles to employees by starting time and adjust work status to meet customer service goals.
• Perform other duties as assigned.

Requirements

• High school diploma or GED.
• 5-6 years of relevant experience.
• Strong comprehension of written material and effective oral/written communication with employees and customers.
• Proficient in computer use, Microsoft Office products, and relevant Dealer software programs (highly desired).
• Prior experience in service management (highly desired).
• Completion of relevant leadership courses (highly desired).

Skills

• Safety: Fully supports and enforces safe work behavior as a top priority.
• Job-Specific Skills: Demonstrates mastery of job-related knowledge and skills; applies them effectively to resolve workplace challenges.
• Fostering Teamwork: Listens and responds constructively to team ideas; supports others’ proposals and works toward solutions everyone can support.
• Communication: Uses active listening and clear communication; verifies understanding and keeps stakeholders informed.
• Negotiating: Understands others’ interests, balances gentleness and assertiveness, and seeks win-win solutions.
• Customer Oriented: Demonstrates concern for customer satisfaction; addresses concerns promptly and presents a positive manner.
• Resource Management: Effectively schedules and budgets resources (people, projects, equipment) to meet business objectives.
• Confidence and Drive: Approaches tasks with a "can-do" attitude; persists despite resistance to complete projects successfully.
• Self-Aware: Understands personal strengths, weaknesses, and values; works to improve weaknesses.
• Stress Management: Functions effectively under pressure; maintains composure in high-stress or hostile situations.

Work Environment

• Stress Load: Constant exposure to stress (more than 80% of the time).
• Workload Fluctuation: Frequent changes in priorities, complexity, or quantity of work.
• Work Schedule: Regular business hours with frequent requirements to work nights, holidays, and weekends.
• Physical Demands:
  • Frequently: Standing, walking, sitting, repetitive motion, talking, hearing.
  • Occasionally: Climbing, balancing, stooping, kneeling, crouching, crawling, reaching, pushing/pulling/lifting up to 50 lbs.
• Environmental Conditions:
  • Constantly: Inside conditions (protected from weather but not temperature changes).
  • Occasionally: Outside environmental conditions, air particulates/contaminants (respirator may be required).

Organizational Impact

• Performance directly impacts expenses, efficiencies, and achievement of department/company objectives.
• Supervisory responsibility for team members (no subordinate supervisors/managers).
• Requires complex problem-solving with minimal guidance; independent research and analysis may be needed.
• Some creativity required to improve effectiveness within established boundaries.
• Autonomy in decision-making and setting priorities; emphasis on outcomes over process control.
• Knowledge updates required every 1-2 years due to changing job requirements.