Job Title: Dispatcher

Location: Hilliard

Achieve Legendary Customer Service through professionally handling customer requests for service and timely dispatching Field Technicians to properly repair and maintain customer and rental equipment. Manage the Columbus Service Department Warranty Program, including filing and processing warranties with all manufacturers for all Columbus service repairs.

Responsibilities:

Oversee daily operations of the Field Service function, including:

• Through maintaining the schedule and workflow of the Field Service Technicians, ensuring they work within operational procedures, and communicating about repairs or maintenance problems so the BEI Service Department achieves exceptional levels of Legendary Customer Service.
• Foster and grow strong customer service relationships in an effort to increase the customer base and provide

  outstanding customer service by receiving and handling customers for service requests in a professional, courteous and timely manner.

• Gather information to determine the type of service needed (i.e., type of repair, parts required, location of item and

  deadline for completion of repair) and estimate the time required for service, based on information and experience.

• Determine the customer’s status on payment by researching whether the machine is under warranty or if the

  customer is cash only, what the customer’s credit limit is, etc. Tell customers if they are COD.

• Route Field Service Technicians based on location and type of service required.
• Open and process the work order including changing it to add segments as needed.
• Handle Rental breakdown calls.
• Calling customers to set up Plan Maintenance Service and track, update and maintain files for the preventive

  maintenance program.

• Schedule and handle field modifications and keep updated modifications on all product lines. Coordinate Field

  modifications from various manufacturers.

• Work with other departments to ensure machines are prepared for customers in a timely manner and to achieve

  interdepartmental goals.

• Get parts and information updated to help field service.
• Work closely with the Service Manager assisting in the daily operations of the Service Department.
• Maintain internal accounting control safeguards and assist in the coordination of all 3rd party audit activities.
• Monitor and respond to notifications directly from the equipment regarding needed service, faults, maintenance, etc. Call the customer, discuss the needed service, take action to the correct problem and respond back to the manufacturer regarding the action.
• Help to motivate and reinforce teamwork particularly with the Field Service Technicians keeping them notified and “in the loop.”
• Foster positive and productive relationships with Field Service Technicians.
• Computer work to include PC work, PFW, and reporting.
• Understand and work within the warranty policies and write and process all warranty claims.
• Research all warranty problems and effectively communicate warranty status to the Sales Department and customers.
• Approve customer billing and ensure billing and warranties are completed in a timely manner.
• Keep in contact with factory personnel on product problems.
• Cover for Service Writer(s) as necessary.
• Follow safety rules and correct unsafe conditions or practices. Complete Accident Reports when required.
• Keep up-to-date on latest products and trends by attending trade shows, reading trade magazines and business journals, and attending appropriate industry management seminars and conferences as able.
• Other duties as required.

Qualifications:

• EDUCATION: Associate’s degree or equivalent work experience
• Proven leadership skills.
• Excellent verbal and written communication skills
• Outstanding customer service and problem-solving skills.
• Quick and forward-thinking individual with a strong results-oriented track record.
• Reliable and demonstrated follow-through abilities.
• Able to work in a fast-paced environment & handle multiple tasks.
• Assertive self-starter with efficient time management skills
• Experience in an overall company and dept strategic planning
• Knowledge of our product lines, diesel/hydraulic repair, warranty, and dispatching experience preferred
• Excellent organizational and record-keeping skills
• Strong computer skills
• Work extra hours as needed.
• Working and/or helping to organize special events and shows as needed.