Job Description
Peterson CAT has an immediate need for an experienced Contract Service Dispatcher at our San Leandro, CA location.

SUMMARY

The responsibilities for this position include coordinating the assignments of service technicians and materials to accomplish repairs done in the field and administration of related paperwork. This position will work closely with Service Management, other departments, CAT representatives, and customers to ensure timely and accurate job completion.

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Manage Customer Service Agreements (CSA’s).
• Maintain On-Time Preventative Maintenance Service Schedules with branch stores.
• Work with Standard Jobs group to build and maintain accurate Standard Jobs.
• Work closely with branch stores maintaining service agreements.
• Plan and establish daily production schedules of company service technicians for a wide variety of customer job assignments.
• Ensure proper allocation to work site, load, capacity, and efficient utilization of workforce and equipment.
• Order and track material inventories, production progress, and other factors that affect schedules.
• Prepare all paperwork and correspondence as directed by the Service Supervisor.
• Modify and adapt service schedules and issue order changes to accommodate revisions, cancellations, or priorities.
• Interface with all appropriate departments/staff in schedule creation, progress updates, problem analysis, and corrective action recommendations.
• Identify, document, and implement opportunities for continuous improvement.
• Maintain and update equipment contract files in DBS, CT, and EMT.
• Maintain and utilize Service Scheduler.
• Open and Close work orders assuring invoice accuracy to the customer.
• Send all necessary reports to customers.
• Process customer payments.
• Input and maintain customer information in CRM and Sales Link.
• Coordinate job schedules and contracts with other CSA Coordinators.
• Maintain and submit necessary paperwork and reports in a timely and complete manner.
• Review and act upon department reports.
• Cooperate, communicate, and work closely with sales, service, and parts personnel.
• Assist Internal and external SOS customers as needed.
• Work closely with SOS Lab to improve customer service response times.
• Assist with the maintenance of machine monitoring data and customer information.
• Maintain punctual, regular, and predictable attendance.

OTHER JOB FUNCTIONS

• Act as back-up to Service Department.
• Follow up on projects as needed to ensure completed job; maintain good customer relations through frequent contacts; intercede to solve problems and disputes; enhance relationships within scope of Company Mission Statement.
• Seek out, identify, and promote cost improvements.

EDUCATION and/or EXPERIENCE

High School diploma or GED; and a minimum of 2 years of experience in service dispatching, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.

This description describes only the general nature and level of work encompassed by this job. This description is not a comprehensive listing of all responsibilities, duties, and skills of employees at this level. Peterson is an Equal Opportunity Employer/Affirmative Action Employer.

Job Type: Full-time

Pay: $34.00 - $37.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Overtime
• Weekends as needed

Work setting:

• In-person
• Office

Experience:

• Dispatching: 2 years (Preferred)

Ability to Commute:

• San Leandro, CA 94577 (Required)

Work Location: In person