Dispatcher I

ITW • Lenexa, KS

2h

About The Position

General Purpose of the Job: Perform a variety of duties associated with the dispatching functions in order to provide prompt and efficient service to our customers. Job Specifications: Education: High School or equivalent training. Experience: 0-18 months. Complexity of Duties: Diversified duties involving a general knowledge of product lines and service parts. Requires use of a wide range of procedures and the exercise of judgment to determine what action should be taken within the limits of standard practice. Supervision Received: Will often obtain assistance and training from more qualified personnel in order to satisfactorily perform some of the more complex assignments. Contact with Others: Frequent contact with Branch employees. Constant contact with customers and other outside personnel, requiring more than ordinary courtesy and tact to establish and maintain good customer relations. Confidential Data: Occasionally work with confidential data where the effect of any disclosure may have an impact on the business.

Requirements

• High School or equivalent training.
• 0-18 months experience.
• Diversified duties involving a general knowledge of product lines and service parts.
• Requires use of a wide range of procedures and the exercise of judgment to determine what action should be taken within the limits of standard practice.

Responsibilities

• Answer all incoming telephone service requests and record all pertinent information on Call Sheet (F-1675) or on computer.
• Dispatch calls, using the Call Sheet or computer to supply information needed by Service Tech, and for determining priorities to be assigned to service calls.
• Clear calls when complete service tickets are received from Service Techs.
• Maintain follow up system for parts ordered by Service Techs to ensure complete customer satisfaction per company policies and guidelines.
• Check service tickets received from Service Techs for proper extensions and correctness, including checking for inspections due.
• Be responsible for filing (F-595) Service Tickets numerically.
• Type and/or maintain Inspection List, Automatic Scale/Wrapper and General Line.
• Update and maintain files (computer or manual) from the monthly active installation list change notices.
• Maintain (F-1610) File of Equipment. This could include calling customers concerning estimates for overhauls, prices for new equipment, and completion of services.
• If in a manual office, prepare Productivity Reports. This could include maintaining a "No Charge" file for management's reference when analyzing Productivity Reports.
• Assign service tickets to Service Techs.
• Transfer incomplete service calls, including all pertinent information, to the (F-1675) Call Sheet or assign proper status in the computer for the following day.
• Perform other clerical functions, as necessary, such as assisting with tracking of consignment, assisting walk-in customers, shipping/receiving, handling phone calls for supervisor, etc.
• Perform various job duties in the parts are, as needed.
• Train or cross train other employees as requested.
• Interface with a Branch computer if available.
• Follow up on completed service calls to verify customer satisfaction and promote service contracts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED