Service Dispatcher

About the role

Under the direction of the Service Support Supervisor, the Service Support Agent coordinates with customers and Service Technicians to schedule service visits and works closely with supporting 3rd party service providers in regions without Johnson-employed service technicians. This position confirms manufacturer warranties, keeps customers updated on service-request status, and creates invoices upon completion. The agent also collaborates with the finance accounts receivable team to ensure accurate warranty-revenue collection from manufacturers.

Responsibilities

• Establish service, maintenance, and contract-call priorities and schedule accordingly.
• Build positive long-term relationships with customers and key members of commercial establishments.
• Assist customers via phone, email, walk-ins, and live calls.
• Support retail sales in resolving customer or store issues.
• Ensure inventory is in stock before scheduling service calls and assist in ordering parts.
• Prepare reports as requested.
• Minimize non-billable Service Technician time through proactive measures.
• Maintain cooperative working relationships with all company employees.
• Assist in the collections process for commercial and retail work performed by the service department.
• Secure correct manufacturer warranty approvals before performing service work.
• Ensure invoicing is directed to the correct parties (customer, manufacturer warranty, or extended warranties).
• Support accounts receivable with aging reports for manufacturer warranties and commercial customers.
• Forward service requests to 3rd Party Service Providers where Johnson Service technicians are unavailable.
• Perform miscellaneous office administrative duties and additional assigned tasks.
• Coordinate activities with staff to ensure quality customer service within prescribed time and budgets.
• Keep the Service Supervisor informed of all pertinent factors affecting assigned responsibilities.

Requirements

• High school degree or equivalent required.
• 1–2 years of customer service and/or scheduling experience preferred.
• Advanced Microsoft Excel, Word, and Outlook skills necessary.

Benefits

• Health & Dental Insurance
• Company-paid Life Insurance
• 401(k) Plan with company contributions
• Generous Paid Time Off
• Exclusive Product Discounts
• Wellness Programs