Summary

This individual is responsible for scheduling, assigning, and dispatching Field Technicians to meet customer service requirements. This person administers customer inquiry responses, tracks work, departmental issues and parts procurement, and utilizes database technology to generate reports.

Job functions and duties (other duties may be assigned)

• Dispatches, schedules and coordinates the work of Field Technicians.
• Prioritizes service calls.
• Completes various reports, including work in progress, labor analysis, monthly labor hours, year-to-date labor hours, and other specialized reports.
• Coordinates equipment start-ups, customer service requests and Sales Dept. requests.
• Works the front switchboard to consistently provide a customer contact for incoming calls.
• Organizes required information and responds to customers in a timely manner.
• Arranges follow-up calls to ensure complete customer satisfaction.
• Functions as a constant contact between the field and the office.
• Coordinates monthly service contract scheduling and set-up.
• Keeps Field Technicians informed of the status for needed parts.
• Contacts and provides information to the sales department, vendors and technicians so that all functions are aware of customer requirements and changes.
• Keeps managers and supervisors informed in a brief, organized manner.
• Tracks work orders.
• Provides purchase order numbers.
• Completes daily work tickets, customer requests, and inter-department requests.
• Communicates with customers in a friendly, professional and patient manner.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required of a Service Dispatcher. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

• Three to 5 years of related experience and/or training.
• Strong Microsoft Office skills.
• Ability to type at least 40 words per minute.

Language Skills

• Ability to read, analyze, and interpret general business periodicals and professional journals, as well as technical procedures or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from customers, field technicians, and supervisors.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to hear, speak and use hands to operate a computer keyboard and telephone.
• The employee frequently is required to sit and reach with hands and arms.
• The employee is occasionally required to stand, walk and stoop, kneel or crouch.
• The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities include the ability to see well up close and at a distance, the ability to distinguish colors, and good peripheral vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of a Service Dispatcher. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position works in a typical office environment.
• The noise level in the work environment is usually moderate.