Dispatcher

ITW•Miami, FL

About The Position

Perform 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 will often seek assistance and training from more qualified personnel for complex assignments. The position involves frequent contact with branch employees and constant contact with customers and other outside personnel, requiring courtesy and tact to maintain good customer relations. The role may occasionally involve confidential data whose disclosure could affect the business.

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 customer and outside-personnel interactions.

Responsibilities

Answer incoming telephone service requests and record pertinent information on the Call Sheet (F-1675) or in the computer.
Dispatch calls, provide Service Technicians with necessary information, and determine priorities for service calls.
Clear calls when completed service tickets are received from Service Technicians.
Maintain follow-up on parts ordered by Service Technicians to ensure customer satisfaction in accordance with company policies and guidelines.
Check service tickets for correct extensions and accuracy, 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 based on monthly active installation list change notices.
Maintain the Equipment File (F-1610), which may include 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 Call Sheet (F-1675), or assign the appropriate status in the computer for the following day.
Perform other clerical functions as needed, such as assisting with consignment tracking, walk-in customers, shipping and receiving, and calls for the supervisor.
Perform parts-area duties 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.