Field Service Dispatcher

POWER EQUIPMENT COMPANY•La Vergne, TN

1d•Onsite

About The Position

The Field Service Dispatcher will assist the Field Service Supervisor with the overall operation of Field Service Repairs, ensuring customer needs are met or exceeded. This role involves performing daily administrative and operational activities, coordinating Field Service Technicians, managing parts identification and acquisition, and maintaining clear communication with customers and internal teams.

Requirements

High school education or equivalent
Proficient with computers and aspects of Microsoft Office
Good communication skills, both written and verbal
Candidate will project professionalism with all customers internal and external
A solid sense of urgency is a must, treating customers as the highest priority
Must be able to pass a background, physical, and drug screen

Nice To Haves

5 years heavy equipment technician experience preferred
Komatsu experience a plus
Technical or service supervisory background a plus

Responsibilities

Assist in the daily coordination of assigned Field Service Technicians' activities, including research, acquisition, and organization of technical information for job preparation.
Work closely with Nashville Service Parts Coordinators for troubleshooting support and parts identification.
Assist in sourcing alternate delivery services for parts transport to job sites to reduce repair times and non-productive mileage.
Communicate daily with Field Service Technicians regarding job progress, ensuring quality of repair and adherence to the original scope of work.
Obtain customer approval before proceeding with additional service repairs or parts replacement outside the original scope.
Provide or update estimates of parts and labor for existing or additional repairs requested by the customer.
Review assigned Field Technicians' service reports daily for accuracy, detail, and supporting documentation.
Communicate progress of Field Service work, including scope changes, to the Field Service Supervisor, Service Manager, and Service Administrators.
Maintain high-level communication with customers regarding scheduling, technician arrival times, repair progress, and completion.
Directly communicate with customers to define the scope of work for prospective jobs.
Work with Service Administrators during job opening to research databases (Fix as Fail campaigns, Komtrax, TSR’s, TSI’s, etc.) and past service history.
Participate in monthly/quarterly open Field job reviews.
Create and present repair estimates for Field Service work.
Assist Customer Support Representatives and Managers with estimating labor for Field Service repairs.
Provide in-field oversight as required to assess customer-requested repairs, offer solutions, and guidance to reduce costs.
Manage new/used equipment field assembly or disassembly in conjunction with the Field Service Supervisor and Service Manager to define scope and ensure safety.
Assist in maintaining care and custody of company-owned tooling.
Maintain open and clear communication with other Branch departments.
Attend and participate in monthly Field Service safety meetings.
Ensure field techs complete truck inspection reports and site-specific safety inspections.
Incorporate periodical in-person inspections of technicians onsite to review safety protocol compliance.
Ensure necessary safety items, including lifting devices and proper PPE, are provided.