Dispatcher II

ITW•Pleasanton, CA

About The Position

This position performs a variety of dispatching duties to provide customers with prompt and efficient service. The Dispatcher II answers and records incoming service requests, assigns priorities, and dispatches calls to Service Technicians. The role also tracks parts and service tickets, maintains equipment and inspection records, follows up on completed service calls, and performs related 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.
Ability to perform the essential functions of the job, with reasonable accommodations where applicable.
Demonstrate courtesy and tact in frequent contact with Branch employees and constant contact with customers and other outside personnel.

Nice To Haves

Three years of dispatching experience.
Vocational training or an associate degree in business administration.
Experience in the service industry or fleet management.

Responsibilities

Answer incoming telephone service requests and record pertinent information on the 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 to support customer satisfaction and compliance with company policies and guidelines.
Review service tickets for correct extensions and accuracy, including checking for inspections due.
File Service Tickets (F-595) numerically.
Type and 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 contacting customers about overhaul estimates, new equipment prices, and service completion.
Prepare Productivity Reports in manual offices, which may include maintaining a No Charge file for management reference.
Assign service tickets to Service Technicians.
Transfer incomplete service calls and pertinent information to the next day's Call Sheet (F-1675) or assign the appropriate status in the computer.
Perform other clerical functions as needed, including assisting with consignment tracking, walk-in customers, shipping and receiving, and calls for the supervisor.
Perform job duties in the parts area as needed.
Train or cross-train other employees when requested.
Interface with a Branch computer if available.
Follow up on completed service calls to verify customer satisfaction and promote service contracts.