Dispatcher

Alta•Zeeland, MI

About The Position

The Service Dispatcher is a full-time, first-shift position in the Material Handling group, working Monday through Friday. The role coordinates technician assignments for service requests, preventive maintenance, and fleet service calls, while supporting customers and technicians and maintaining department records, work orders, invoices, payroll time entries, and reports. The dispatcher helps route the closest technician with the appropriate skill set, monitors technician timeliness at field accounts, and assists with preventive-maintenance scheduling and tracking. The position also incorporates Alta's Guiding Principles into daily activities and performs other duties as assigned.

Requirements

Strong computer skills and working knowledge of Microsoft Word, Excel, and Outlook.
Excellent verbal and written communication skills.
Excellent time-management skills and the ability to communicate with coworkers at all levels and with customers.
Intermediate language skills: ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; and speak effectively before groups of customers or employees.
Basic mathematical skills: ability to add and subtract two-digit numbers and multiply and divide with 10s and 100s, including using American money and weight, volume, and distance measurements.
Basic reasoning ability: ability to follow detailed but uninvolved written or oral instructions and address problems involving a few concrete variables in standardized situations.

Nice To Haves

Previous dispatching, warranty administrative, or mechanic experience is highly preferred.
A strong technical knowledge base is desired to answer technician questions.
Previous ERP experience is a plus.

Responsibilities

Dispatch technicians to service requests and preventive maintenance (PM) work.
Take, record, and prioritize customer service calls.
Compile and complete customer summary invoicing.
Organize and file department paperwork.
Maintain technician time logs.
Answer internal and customer service calls.
Enter weekly payroll time-card information.
Open and close work orders, accurately recording story lines in each order.
Assist with invoicing and accounts receivable.
Run and monitor preventive maintenance throughout the month.
Prepare PM tracking reports and audit completed work for weekly meetings.
Schedule preventive maintenance for technicians.
Assist with work-in-process (WIP) dispatching by assigning the closest technician with the correct skill set to customers.
Monitor and assign fleet service calls.
Monitor Fleetmatics to ensure technicians are on time at field accounts.
Prepare reports on completed PMs, overtime, non-productive clocking, first-start tracking, and tracker audits.
Assist technicians in finding technical data.
Incorporate Alta's Guiding Principles into daily activities.
Perform other duties as assigned.