About This Role
Dispatching Field Service Technicians to respond to customer breakdown calls and scheduled maintenance is the core of this role. The position suits a dynamic individual who can efficiently manage scheduling and customer communication for a service team.
Responsibilities
- Open new service calls and breakdown work orders
- Dispatch technicians to customers utilizing GPS and related services to accomplish efficient dispatch
- Keep customers informed of current service call status in accordance with procedures
- Prioritize urgent, emergency, and after-hours calls and follow through to resolution
- Prioritize and follow up on all National Account and iTrack customers
- Maintain and update systems as it relates to service calls and statuses
- Adhere to and maintain all IVR procedures and reporting
- Receive reports of accidents involving Raymond equipment and vehicles and promptly communicate information to appropriate personnel for action
- Maintain a list for customer’s trucks that will not be repaired within a 24-hour timeframe and keep the customer informed of repair progression
- Closely review customer-specific and/or any special billing notes prior to opening work orders to ensure accurate and correct billing
Requirements
- Excellent written and verbal communication skills
- Excellent organizational time management skills
- Proficient in Microsoft Office Suite and similar software
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
- Must be able to maintain effective working relationships with employees, co-workers, and managers in other departments
- Must be willing to work off-hours as specific needs dictate, which may include mandatory Saturdays due to business needs
- Willing to assume more responsibility as required
- Two years of dispatch experience required
- High School Diploma or equivalent
- Ability to pass a pre-employment physical and drug screen
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401k with company match
- Flexible spending accounts
- Disability insurance
- Life insurance
- Personal time off
- Holiday pay
Important Details
- Position is sedentary and desk bound
- Prolonged periods of sitting at a desk and working on a computer
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
