PM DISPATCHER (47084)

ARNOLD MACHINERY COMPANY•North Las Vegas, NV

2d•Onsite

About The Position

Service Writer / PM Dispatcher – Material Handling $2,000 Signing Bonus Position Overview No company can promise uncompromised customer satisfaction without the people to back up and deliver that promise. At Arnold Machinery, we have assembled one of the most comprehensive machinery support teams in the western United States. There is nothing in our inventory as valuable as the associates who carry our reputation into the marketplace. The Service Writer / PM Dispatcher plays a key role in delivering exceptional customer service by coordinating preventive maintenance and repair activities, communicating with customers and technicians, monitoring work in progress, and helping ensure service jobs are completed accurately, efficiently, and on schedule. This position serves as a primary liaison between customers, technicians, the Service Manager, Parts Department, and other dealership personnel.

Requirements

High School Diploma or equivalent.
Proficiency with Microsoft Excel and Word.
Good mathematical proficiency.

Nice To Haves

Ambitious and proactive attitude with a strong work ethic.
Excellent customer service and communication skills.
Strong organizational and time-management abilities.
Ability to coordinate multiple technicians, customers, service calls, and deadlines simultaneously.
Detail-oriented with the ability to solve problems with little direct supervision.
Ability to prioritize work and make sound decisions in a fast-paced service environment.
Ability to communicate effectively with technicians, customers, managers, and other dealership personnel.
Experience with the "Reflection" program helpful.
Previous experience in equipment service, dispatching, preventive maintenance, fleet maintenance, parts, or service writing is preferred.
Related experience may be considered as a substitution for education requirements.

Responsibilities

Act as a liaison between customers, technicians, the Service Department, Parts Department, and dealership management.
Schedule, coordinate, and dispatch technicians for preventive maintenance (PM), inspections, repairs, and other service work.
Monitor PM schedules and proactively contact customers to coordinate upcoming preventive maintenance services.
Prioritize and dispatch service calls based on customer needs, technician availability, location, job requirements, and established service priorities.
Promote and ensure customer satisfaction by assisting with the enhancement of labor and parts sales.
Greet walk-in customers and professionally handle customer calls, service requests, and inquiries.
Write up, monitor, review, and assist with the closing of service jobs.
Accurately determine if a machine warranty applies. Advise customers of warranty status before performing any service. If warranty status cannot be determined due to lack of information, inform the customer that the job will be charged as revenue until information identifies it as a warranty.
Review the daily work schedule with the Service Manager to establish and update WIP priorities, PM schedules, segments, parts deliveries, technician assignments, and completion deadlines.
Monitor technician schedules and work in progress to help ensure PMs and repairs are completed within quoted or estimated labor hours.
Coordinate with technicians to ensure they have the appropriate information, parts, customer authorization, and job documentation before beginning work.
On jobs where written authorization is not obtained before dispatching a mechanic, follow up with the Service Manager to ensure the mechanic obtains the signature of the customer's representative before beginning the job.
Communicate schedule changes, delays, additional repairs, and completion updates to customers in a timely and professional manner.
Follow up on recommended repairs and PM findings to assist with additional labor and parts sales.
Process technician time cards and maintain accurate service reports and job documentation.
Track open service orders, PM completion, parts availability, technician progress, and customer commitments.
Coordinate with the Parts Department regarding parts availability, ordering, deliveries, backorders, and restocking.
Assist the Parts Manager with ordering parts, maintaining inventory control, and restocking as required.
Fill in at the parts counter with customer orders when necessary to maintain a professional and timely response to parts inquiries.
Assist the Sales Department with paperwork, including financial documents, machine orders, and related administrative duties.
Maintain accurate records of customer equipment, service history, PM schedules, and service requirements.
Assist the Service Manager with the administration and organization of the Service Department.
Ensure service personnel adhere to safety, housekeeping, and other company policies and procedures with the assistance of the Service Manager.
Compare final invoices with service proposals and verify that completed work meets customer expectations.
Keep the Service Manager currently informed on all matters of managerial importance, including scheduling concerns, customer issues, technician availability, PM backlogs, and significant WIP delays.
Assist the Parts Manager with the administration of the Parts Department.
Assist with customer follow-up and service-related administrative projects as needed.
Perform other duties as assigned to meet the ongoing needs of the organization.