Dispatcher

ITW•Miami, FL

About The Position

The Dispatcher performs a variety of duties associated with dispatching to provide prompt and efficient service to customers. The role involves general knowledge of product lines and service parts, applying standard procedures and judgment to determine appropriate actions. The Dispatcher may receive 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. The role may occasionally involve confidential data whose disclosure could affect the business. Additional clerical and parts-area duties may be performed as needed, and the Dispatcher may train or cross-train other employees when requested.

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 the limits of standard practice.
Courtesy and tact in frequent customer and outside-personnel contact to establish and maintain good customer relations.

Responsibilities

Answer incoming telephone service requests and record pertinent information on a Call Sheet (F-1675) or in a computer.
Dispatch calls and provide Service Technicians with the information needed to handle service calls, including determining call priorities.
Clear calls after receiving completed service tickets from Service Technicians.
Maintain follow-up on parts ordered by Service Technicians to support customer satisfaction in accordance with company policies and guidelines.
Check service tickets for correct information and extensions, including checking for inspections due.
File service tickets numerically using form F-595.
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 F-1610 Equipment File, which may include contacting customers about overhaul estimates, new equipment pricing, and service completion.
Prepare Productivity Reports in manual offices and, where applicable, maintain a No Charge file for management's review.
Assign service tickets to Service Technicians.
Transfer incomplete service calls and pertinent information to the next day's Call Sheet or assign the appropriate status in the computer.
Perform other clerical duties as needed, such as assisting with consignment tracking, helping walk-in customers, shipping and receiving, and handling calls for a supervisor.
Perform parts-area duties as needed.
Train or cross-train other employees when requested.
Use a branch computer if available.
Follow up on completed service calls to verify customer satisfaction and promote service contracts.