Dispatcher

ITW•Atlanta, GA

82d

About The Position

Perform a variety of duties associated with the dispatching functions in order to provide prompt and efficient service to our customers. This role involves diversified duties requiring a general knowledge of product lines and service parts, and the exercise of judgment within standard practice. 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. Occasionally, the role may involve working with confidential data that could impact the business.

Requirements

High School or equivalent training.
0-18 months of experience.
General knowledge of product lines and service parts.
Ability to exercise judgment to determine action within standard practice.
Ability to obtain assistance and training from more qualified personnel for complex assignments.
Ability to maintain good customer relations through courtesy and tact.
Ability to work with confidential data.
Proficiency in using Call Sheet or computer for dispatching.
Ability to maintain follow-up systems.
Ability to check service tickets for accuracy.
Ability to file service tickets numerically.
Ability to type and maintain various lists and files.
Ability to update and maintain computer or manual files.
Ability to maintain equipment files.
Ability to prepare Productivity Reports (in manual offices).
Ability to assign service tickets.
Ability to transfer service calls and information.
Ability to perform clerical functions.
Ability to perform job duties in the parts area.
Ability to interface with a Branch computer.

Responsibilities

Answer all incoming telephone service requests and record all pertinent information on Call Sheet (F-1675) or on computer.
Dispatch calls, using the Call Sheet or computer to supply information needed by Service Tech, and for determining priorities to be assigned to service calls.
Clear calls when complete service tickets are received from Service Techs.
Maintain follow up system for parts ordered by Service Techs to ensure complete customer satisfaction per company policies and guidelines.
Check service tickets received from Service Techs for proper extensions and correctness, including checking for inspections due.
Be responsible for filing (F-595) Service Tickets numerically.
Type and/or maintain Inspection List, Automatic Scale/Wrapper and General Line.
Update and maintain files (computer or manual) from the monthly active installation list change notices.
Maintain (F-1610) File of Equipment. This could include calling customers concerning estimates for overhauls, prices for new equipment, and completion of services.
If in a manual office, prepare Productivity Reports. This could include maintaining a "No Charge" file for management's reference when analyzing Productivity Reports.
Assign service tickets to Service Techs.
Transfer incomplete service calls, including all pertinent information, to the (F-1675) Call Sheet or assign proper status in the computer for the following day.
Perform other clerical functions, as necessary, such as assisting with tracking of consignment, assisting walk-in customers, shipping/receiving, handling phone calls for supervisor, etc.
Perform various job duties in the parts area, 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.