Dispatch Supervisor at Associated Solutions

Posted in Customer Service 28 days ago.

This job brought to you by Local Organization

Type: Full Time
Location: Milwaukee, Wisconsin





Job Description:

Associated Solutions

EOE/minority/female/disability/veteran

Job ID 2018-1467
# of Openings 1
Job Locations US-WI-Milwaukee
Posted Date 2018-10-15
Category Field Service


Overview
General Summary: Assists Service Department in obtaining Road Service goals by receiving, assigning, dispatching, and documenting customer service calls to ensure equipment repairs are completed and billed efficiently. Service Dispatchers work closely with assigned Field Service Technician and management in order to assist customers and provide prompt, courteous, and efficient service.

Essential Duties & Responsibilities
Essential Duties and Responsibilities:
Monitors and supervises work of Service Dispatcher to ensure efficient operations of department.
  1. Prints and reviews daily scheduled maintenance and work order aging reports.
  2. Opens monthly scheduled maintenance work orders for Central Division.
  3. Informs Service Manager of Dispatcher performance issues and departmental concerns.
  4. Receives customer calls on service breakdowns and obtains detailed information in order to dispatch to technicians.
  5. Creates service work orders in current ERP system.
  6. Works with Team Leaders to assign repairs and scheduled maintenance to technicians based upon availability, knowledge, and geographic location.
  7. Closes work orders when job is completed.
  8. Generates invoices from shop and field work orders; verifies, matches with technician work order narrative, and mails to customer.
  9. Posts shop and field technician time worked to appropriate segment and ensures 8 hours per day minimum is posted for each technician.
  10. Collects, verifies with time posted, and sorts technician timesheets for payroll
  11. Performs related duties as assigned or as the situation dictates.


Qualifications
Required Knowledge, Skills, and Abilities:
  1. Ability to communicate with internal and external customers in order to expedite customer equipment repairs.
  2. Ability to work well under pressure, and with a diverse group of people.
  3. Ability to respond quickly to customer phone calls, and dispatch calls in timely manner.
  4. Ability to follow through, ensuring all work orders are closed and billed and attention to detail.
  5. Skilled in customer service and ability to handle customer complaints.
  6. Skilled in use of telephone, two-way radio, and 10-key use simultaneously.
  7. Knowledge of assigned geographic area via use of maps.
  8. Knowledge of Microsoft office products such as Outlook and basic Windows.
Education and Experience: This position requires a High School diploma or equivalent (GED). A minimum of 1-3 years customer service experience with heavy phone contact required. Position requires use of phone, 10-key, computer, and postage machine.

M/F/V/D

Come grow with us!

Since 1957 we have been a leader the material handling industry in the state of Wisconsin. We are looking for an individual with great leadership skills, can manage a small dispatch department, as well as multitask in several other office support roles within a customer service environment. General duties will include:

  • Receiving customer calls on service breakdowns and obtains detailed information to dispatch to technicians.
  • Works with Team Leaders to assign repairs and schedule technicians based upon availability, knowledge, and geographic location while providing prompt, courteous, and efficient service.
    • Assigning in dispatching and documenting customer service calls to ensure equipment repairs are completed and billed efficiently.
    • Creating and closing work orders when repairs are completed.
  • Prints and reviews daily scheduled maintenance and work order aging reports.
  • Opens monthly scheduled maintenance work orders.
  • Generates invoices from shop and field work orders
    • Verifies,
    • Matches technician work order narrative
    • Mails invoices to the customer.
  • Posts shop and field technician time worked to appropriate segment and ensure 8 hours per day minimum is posted for each
  • Collects verify with time posted, and sorts technician timesheets for payroll

Required Knowledge, Skills, and Abilities:

Ability to:

  • Communicate with internal and external customers to expedite customer equipment repairs.
  • Works well under pressure, and with a diverse group of people.
  • Respond quickly to customer phone calls, and dispatch calls in a timely manner.
  • Follow through, ensuring all work orders are closed and billed and attention to detail.

Skilled in:

  • Customer service and in handling customer complaints.
  • Use of telephone, two-way radio and 10-key use simultaneously
  • Assigning geographic areas via the use of maps.
  • Microsoft office products such as Outlook and basic Windows.

Education and Experience: This position requires a High School diploma or equivalent (GED). A minimum of 1-3 years of customer service experience with heavy phone contact required. Position requires the use of a phone, 10-key, computer, and postage machine.

M/F/V/D

PI104900842