What are the responsibilities and job description for the Rental Field Service Dispatcher position at Ohio Machinery Co.?
At Ohio CAT Rental Store (a division of Ohio Machinery Co.), we’re more than just a Caterpillar dealership — we’re a team of problem-solvers, hands-on experts, and trusted partners to our customers. We don’t just sell and rent heavy equipment — we keep it running strong.
JOB SUMMARY:
The primary purpose of this position is to provide operational support for the coordination and dispatching of field service responsibilities at Ohio CAT. As Ohio CAT continues to expand its service operations, this role plays a vital part in ensuring timely, efficient, and customer-focused field support. The Field Service Dispatcher serves as the central communication link between customers, field service technicians, parts, and service operations. This position requires strong organizational skills, initiative, and the ability to manage multiple priorities in a fast-paced environment. Reporting directly to the assigned supervisor, the dispatcher ensures that service commitments are met while supporting the overall mission of the service department. This role requires on-site work at our office.
COMPETENCIES:
- Service Operations
- Coordinate daily schedules and dispatch Field Service Technicians to customer sites, ensuring timely response and efficient routing.
- Serve as the primary point of contact for customers regarding service requests, scheduling, and status updates.
- Create, review, and manage work orders within Ohio CAT systems to meet service expectations.
- Monitor technician workloads, availability, and skillsets to assign jobs effectively.
- Track and communicate job progress, ensuring accurate documentation and timely completion of service calls.
- Address customer inquiries, providing detailed information about service processes, timelines, and follow-up needs.
- Review work order documentation for accuracy, completeness, and compliance with company policies.
- Support warranty verification, service letters, and manufacturer updates as they relate to field service work.
- Analyze reporting data to monitor service performance, technician utilization, and profitability.
- Coordinate after-hours service needs by managing on-call schedules and communication protocols.
- Ensure compliance with Caterpillar Service Criteria, SafeWorks expectations, and company policies.
- Administrative Responsibilities
- Maintain accurate service records, schedules, and technician time entries.
- Generate and verify invoices for accuracy, including cash and COD transactions.
- Support purchase order processing for parts and services required in the field.
- Assist with payroll operations related to technician hours and job coding.
- Promote and uphold Ohio CAT’s operating expectations as determined by the General Manager Rental Services Product Support.
- Maintain action items related to Service Operational Review documents, which are audited quarterly.
- Ensure branch operating hours are maintained including after-hours calls.
- Reports directly to the Rental Field Service Supervisor.
JOB QUALIFICATIONS:
- Minimum of 2 years of industry experience, preferably in service dispatching or a related field.
- Technical knowledge of heavy equipment and service processes.
- Strong written and verbal communication skills.
- Proficiency in time management, prioritization, and organizational skills.
- Commitment to serving customers with professionalism and urgency.
- Strong communication and customer service skills with the ability to manage multiple priorities.
- Excellent organizational and scheduling abilities to coordinate field service operations.
- Ability to work collaboratively with technicians, supervisors, and customers.
- Mechanical aptitude and prior service or dispatching experience preferred.
- Working knowledge of Ohio CAT systems, Service Link, Microsoft Word, Excel, and PowerPoint.
- Familiarity with equipment/product applications and service processes.
- Ability to support and understand the functions of key service positions.
- Experience in service dispatching, scheduling, or a related role within the equipment, trucking, or service industry.
- Equivalent experience in a closely related industry will be considered.
PHYSICAL REQUIREMENTS:
Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.
BENEFITS:
- 401(k) Match and Employer Discretionary Contribution.
- Two different Health Insurance options including an HSA health insurance option with a dollar to dollar match up to $1,200.00 per year.
- Dental and Vision Insurance.
- Credit Union Access.
- Life Insurance, Short-Term Disability, and Long-Term Disability.
- Scholarship opportunities for employee's spouses and children, through the Ohio Machinery Education and Opportunity Foundation.
- Base pay plus annual bonus potential
- Company SuccessShare bonuses
EEO, Veterans & Disabled Employer, and VEVRAA/503 Federal Contractor.
Salary : $1,200
