This job listing has expired and the position may no longer be open for hire.

Service Operations Dispatcher at NMC CAT in Omaha, Nebraska

Posted in General Business 30+ days ago.

Type: Full-Time





Job Description:

Job Purpose

The Service Operations Dispatcher is responsible for maintaining the schedules of ~30 field service technicians across half of our network and dispatching the technicians as service calls are completed. This role is primarily responsible for resource productivity, customer service and on-time scheduled services. You'll handle inbound calls from customers then utilize scheduling software to coordinate work and maximize equipment resource utilization. You'll continuously monitor schedule compliance and keep both internal and external customers informed with status updates from start to finish.

We're looking for an excellent multi-tasker who thrives on customer satisfaction in a high-volume and fast-paced environment. The ideal applicant will have scheduling and/or dispatching experience. At times, the Service Operations Dispatcher will work on-call to ensure coverage outside normal business hours.

Essential & Primary Job Duties


  • Schedule and dispatch workers, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs.
  • Determine types or amounts of equipment, vehicles, materials, or personnel required according to work orders or specifications.
  • Responsible for all incoming field service calls coming directly from the customer and internally from the branch service personnel.
  • Confer with customers or supervising personnel in order to address questions, problems, and requests for service or equipment
  • Monitor personnel and/or equipment locations and utilization in order to coordinate service and schedules.
  • Schedule and dispatch field service technicians throughout the territory, optimizing both resources and routes and utilizing field service management software and GPS.
  • Create dispatch tickets for field service calls with all pertinent information needed for service technicians.
  • Confer with customers or supervising personnel in order to address questions, problems, and requests for service or equipment
  • Maintain a field service dispatch board, by preparing daily work and run schedules.
  • Develop a plan to forecast workloads for 2-3 days out.
  • Contact customers with the status of the service call, when additional parts or trips are required, and to follow-up on satisfaction after completion of the job.
  • Assist with locating parts and tooling for technicians to optimize productivity on job.
  • Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information
  • Take after-hours calls and be able to dispatch emergency calls from the resources available.
  • Monitor technician safety and DOT compliance through reporting tools within field service management software and notify technicians/management when necessary.
  • Responsible for monitoring and improving key metrics such as first-time fixes, response time, and driver efficiency.

Tell Us About Yourself

  • We are interested in knowing the nuts and bolts of who you are, so tell us about your proud moments and accomplishments that got you to where you are today.
  • Tell us about your related experiences and training.
  • Let us know how your background aligns with this position's responsibilities.

*If you have any questions prior to applying, please reach out to our Recruiting team at recruiting@nmc-corp.com or 402-891-7555.

Benefits


  • Medical (and FSA/HSA plans), Dental, Vision Insurances
  • Paid Vacation and Holidays
  • Company-paid Basic Life Insurance
  • Supplemental Term Life Insurance
  • 401(k) with Match
  • Tuition Reimbursement and In-house Training Dept.
  • Paid Military Leave
  • Short and Long-Term Disability
  • Safety Glasses and Boot Program

Experience the NMC Difference

At NMC, we will provide you with a different set of tools to help you advance your career:



  • The People/Culture: You can expect to work with helpful, friendly and collaborative teammates. Our technicians drive our business and they operate in a trusting and flexible environment.

  • Flexibility: At the end of the day, our home and families are what is most important. Our managers offer flexibility so you never have to worry about choosing between work and family.

  • Challenge/Opportunity: This is not a production environment. You will find new challenges and a variety of tasks every day. You get to choose your path and how you would like to grow.

  • Brand: Our employees take pride in representing the #1 brand in construction equipment. Caterpillar has been rooted in our blood since we were children.

To see more about the NMC difference, watch the video below:

https://www.youtube.com/watch?v=VoWuFRxSr78&feature=youtu.be

About NMC CAT

As a Nebraska-based company with more than 80 years in the equipment industry, NMC is focused on providing a comprehensive line of capital equipment solutions to the many industries we serve. Our employees enjoy a relaxed culture with competitive compensation, a comprehensive benefits package, and an inspiring culture. The NMC team is focused on enabling our customers' success by understanding their unique needs and delivering tailored, innovative equipment solutions with a specialization in Caterpillar construction equipment, power generation, material handling, rental equipment, and total truck service. NMC takes pride in cultivating strong relationships with our customers and our talented professionals; these connections cultivate growth and success and they are truly the strength of NMC.

Our Values: Integrity, Relationships, Entrepreneurship, Excellence, Stewardship

NMC is an equal opportunity employer and affords equal opportunity to all applicants for all positions. NMC Group, Inc. shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.





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