Dispatcher - Portland

Rogers Machinery Company•Portland, OR

4d•Onsite

About The Position

Provide administrative support and scheduling to Field Service team while communicating and resolving issues with Customers and Sales Staff. This role involves managing service repairs, preventive maintenance, and ensuring efficient routing of technicians. The dispatcher will interface with customers, service technicians, warehouse, and shop personnel, and will be responsible for using MS Office products and learning an internal ERP system to produce and close work orders.

Requirements

Technically inclined.
High School diploma
Read and interpret documents such as: SDS, procedures, parts manuals and invoices.
Capable of effectively presenting information and responding to questions from employees and customers.
Participate in training, meetings and discussion groups.
Ability to calm and assure customers in the handling of their equipment problems in a timely manner.
Maintain positive customer relations.
Complete legible work orders with the necessary information.
Accurately communicate detailed technical information to other members of the team.
Type at least 40 WPM.
Manage several tasks efficiently.
Organize time and workspace to ensure accurately completed work orders while scheduling service jobs and technicians efficiently.
Ability to solve practical problems and deal with a variety of variables.
Understand the sensitivity of technical information and maintain confidentiality between venders.

Nice To Haves

Mechanical/electrical related Experience helpful.
Specialized training
Computer skills and typing.
Previous experience: 4 years of customer service experience.
Ability to learn to drive a forklift (for after hour calls).
Able to perform on-call duties.

Responsibilities

Schedule service repairs and preventive maintenance services and route technicians efficiently.
Interface over the phone and in person with customers, service technicians, warehouse, and shop personnel.
Use MS Office products and learn internal ERP system to produce and close work orders.
Review technical manuals to understand service and parts requirements.
Troubleshoot, diagnose and relate to customer's technical concerns.
Determine and reserve necessary parts and tools required for each field service assignment.
Coordinate modifications or repairs with engineering departments.
Coordinate warranty repairs with vendors.
Prepare quotes for customers.
Proactively sell factory service contracts to customers.
Update computer service records.
Research and develop a new customer base.
Call customers to schedule servicing of their equipment.
Conduct follow up on repairs to insure completeness of the job.
Perform on-call duties.
Other duties as assigned.

Benefits

Full medical, dental, vision & life coverage
Profit sharing & 401k
Career training & growth support
Counseling, life coaching, financial planning, personal & professional support
Tuition reimbursement
Paid vacation and sick leave
Referral program
Flexible spending account
Legal aid
Voluntary additional benefits (accident, hospital, etc.)
Health Insurance (medical and behavioral health)
Dental Insurance
Vision Insurance
Flexible Spending Account(s)
Life Insurance
Profit Share
Paid Time Off
401(k) and Roth Plans
Tuition Reimbursement
Referral Program
Professional Development Assistance
Employee Assistance Program
Mental Health Therapy and Coaching
Legal Aid/ID Shield
Financial Advisors
Pet Insurance
Ancillary Benefits such as: Critical Illness, Accident, Voluntary Life Plans, Short and Long Term Disability Plans etc.