Dispatcher II

ITW•Pleasanton, CA

4d•$32 - $44

About The Position

The Dispatcher II performs a variety of duties associated with dispatching to provide prompt and efficient service to customers. The role answers and records service requests, dispatches calls and assigns priorities and service tickets to Service Technicians, tracks calls and parts, and follows up on completed service calls to verify customer satisfaction and promote service contracts. It also includes maintaining service, inspection, equipment, and customer records; preparing productivity reports in manual offices; and carrying out other clerical and parts-area duties as needed. The position has no supervisory responsibilities. The employee plans and arranges their own work and refers questionable cases to a supervisor.

Requirements

High school diploma, GED, or vocational training in office clerical functions.
Frequent contact with Branch employees and constant contact with customers and other outside personnel, requiring courtesy and tact to establish and maintain good customer relations.
Occasionally work with confidential data, where disclosure could affect the business.

Nice To Haves

Three years of dispatching experience is a plus.
Vocational training or an associate degree in business administration is preferred.
Experience within the service industry or fleet management is preferred, but not required.

Responsibilities

Answer incoming telephone service requests and record pertinent information on a Call Sheet (F-1675) or in a computer.
Dispatch calls using the Call Sheet or computer, provide necessary information to Service Technicians, and determine service-call priorities.
Clear calls when completed service tickets are received from Service Technicians.
Maintain a follow-up system for parts ordered by Service Technicians in accordance with company policies and guidelines.
Check service tickets for correct information and extensions, including checking for inspections due.
File Service Tickets (F-595) numerically.
Type and/or maintain Inspection Lists for Automatic Scale/Wrapper and General Line.
Update and maintain computer or manual files using monthly active installation list change notices.
Maintain the File of Equipment (F-1610), including calling customers about overhaul estimates, new-equipment prices, and service completion.
Prepare Productivity Reports in manual offices, including maintaining a No Charge file for management reference when analyzing reports.
Assign service tickets to Service Technicians.
Transfer incomplete service calls and pertinent information to the Call Sheet (F-1675), or assign the appropriate computer status for the following day.
Perform other clerical duties as needed, such as tracking consignment, assisting walk-in customers, shipping and receiving, and handling calls for a supervisor.
Perform various parts-area duties 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.