Field Service Dispatcher

Peterson Tractor Company•San Leandro, CA

2d•$36 - $42•Onsite

About The Position

This position is responsible for coordinating the assignments of service technicians and materials to accomplish repairs done in the field and administration of related paperwork. Peterson Cat has the immediate need for an experienced Field Service Dispatcher at our San Leandro, CA location. Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business. At Peterson, our vision is to be our customers’ first choice. We provide a family-oriented environment that promotes safety, personal growth, and professional achievement. We offer competitive wages, generous benefits, and room to grow within the company.

Requirements

High school diploma or GED; and a minimum of 2 years of directly related customer service experience, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.
A background in dispatching and/or heavy equipment/mechanical experience is preferred.

Responsibilities

Answer phone calls from customers and record all needed information for technicians to start repairs.
Accurately open work orders in Dealer Business System (DBS) with information given by the customer and/or internal Product Support Sales Representative, including correct Purchase Order (PO) number or account number the job is charged to.
Use Service Information System (SIS) to check if a machine has warranty or if there are any known issues with a customer’s serial number range that might help the technician with the machine repair.
Collect Cash on Delivery (COD) from customers at end of jobs. Credit cards, checks, and sometimes cash.
Use Varian for PO# for outside purchases in order to charge the right accounts.
Use scheduler program to maintain a log of all field technicians’ location at any given time.
Utilize vision link to help pre-plan repairs by determining the location of machines and review fault codes prior to dispatching a technician.
Be on call, on a rotating schedule, to take after hour calls from customer that have equipment breakdowns and call technicians to go out and make repairs. Includes taking calls for other stores and making sure they are taken care of.
Review timecards to make sure all time charged is in the correct segment / work order.
Help enforce timecards and service reports being turned in on time.
Help coordinate field service safety meetings & enforce company policy regarding safety.
Help with any questions involving work orders that may help with closing a job in a timelier manner.
Maintain punctual, regular and predictable attendance.
Help technicians with parts and tooling.
Check on when back ordered parts are coming in.