Dispatcher - Texas First Rentals

HOLT Group•Austin, TX

About The Position

The Dispatcher prioritizes and schedules Field Service and Lube Service work within an assigned area. The role handles incoming calls, opens and closes work orders, schedules technicians, and verifies that labor, parts, miscellaneous items, and notes are correctly recorded. The Dispatcher takes ownership of customer issues and follows them through to resolution, and may diagnose or troubleshoot mechanical, hydraulic, and emissions issues. The position also coordinates work order closings as requested by the Preventative Maintenance Manager and supports a high level of customer service. The Dispatcher is expected to demonstrate alignment with the company's mission and core values, collaborate with internal and external resources, and participate in ongoing self-development. The role supports field and lube technicians, coordinates communication and paperwork, generates purchase orders, maintains reports, and follows safety and company policies. The work is generally performed in a professional office and shop environment, often at a fast pace with unscheduled interruptions.

Requirements

High school diploma or equivalent required.
Three or more years of direct CAT Service experience or five or more years of heavy equipment industry experience.
Knowledge of the heavy equipment industry, dispatching protocols and procedures, equipment applications, and basic office practices and processes.
Working knowledge of computers and multi-line phone systems.
Proficiency with Microsoft Office products, including Word, Excel, and Outlook.
Knowledge of key operating systems: DBS, Service Link, and MDS.
Knowledge of critical CAT applications: SIS and SIMSi.
Excellent verbal, written, and general communication skills.
Exceptional customer service and interpersonal skills, including the ability to establish working relationships across departments and organizational levels.
Time-management and time-critical prioritization skills.
Ability to manage multiple projects and work effectively with employees, team members, and management.
Ability to work independently and show initiative.
Ability to operate office machines and computers.
Ability to understand written work-related documents and present information effectively and respond to questions from managers, coworkers, customers, or the public.
Ability to perform the listed job duties and physical requirements satisfactorily, with reasonable accommodations where applicable.
Ability to travel up to 5%.

Nice To Haves

Troubleshooting and diagnosing skills, with the ability to work effectively with technical and non-technical resources.

Responsibilities

Model, promote, reinforce, and reward consistent use of HOLT’s Values Based Leadership tools, models, and processes to align with the company’s vision, values, and mission.
Prioritize and schedule all field service work in the assigned area of responsibility.
Establish, mutually agree upon, and communicate job expectations to field technicians to support customer satisfaction.
Communicate daily with applicable parties about scheduling, dispatching, and equipment repairs.
Monitor personnel and equipment locations and utilization to coordinate service and schedules.
Diagnose and troubleshoot technical issues over the phone before scheduling or dispatching a technician.
Meet or exceed customer expectations for communication, information, and updates.
Coordinate and follow up on customer service delivery, including completion deadlines, job costs, service quality, and invoicing.
Support field and lube technicians in meeting customer expectations and departmental objectives.
Coordinate information and paperwork accurately and promptly to support efficient department operations.
Generate purchase orders and validate their timely entry into work orders in the Rentalman System.
Maintain daily and monthly department reports.
Coordinate work order closings as requested by the Preventative Maintenance Manager.
Work safely and comply with applicable safety policies and company policies, procedures, and standards.
Maintain regular and punctual attendance.
Perform other duties as assigned.