Dispatcher

ITW•Sacramento, CA

5d•$27 - $36

About The Position

The Dispatcher performs a variety of duties associated with dispatching to provide prompt and efficient service to customers. The role involves diversified duties requiring general knowledge of product lines and service parts, use of a wide range of procedures, and judgment within standard practices. The Dispatcher frequently contacts branch employees and is in constant contact with customers and other outside personnel, requiring courtesy and tact to maintain good customer relations. The role may occasionally involve confidential data. The Dispatcher may receive assistance and training from more qualified personnel for complex assignments.

Requirements

High school education or equivalent training.
0–18 months of experience.
General knowledge of product lines and service parts.
Ability to use a wide range of procedures and exercise judgment within standard practices.
Courtesy and tact in frequent interactions with branch employees, customers, and other outside personnel.

Responsibilities

Answer incoming telephone service requests and record pertinent information on a call sheet or computer.
Dispatch calls, provide information needed by Service Technicians, and determine service-call priorities.
Clear calls when completed service tickets are received from Service Technicians.
Maintain follow-up for parts ordered by Service Technicians in accordance with company policies and guidelines.
Check service tickets for proper extensions and correctness, including inspections due.
File service tickets 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 equipment file, including contacting 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.
Assign service tickets to Service Technicians.
Transfer incomplete service calls and pertinent information to the call sheet or assign the appropriate computer status for the following day.
Perform other clerical duties as needed, such as assisting with consignment tracking, walk-in customers, shipping and receiving, and calls for a supervisor.
Perform 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.