Service Dispatcher

MCT Companies•Richland VII Precinct, NE

7h•$23 - $26•Hybrid

About The Position

The Service Dispatcher provides customer service to customers and technicians, follows up as appropriate, and manages Repair Order components—including warranty, parts, service times, mileage, and billing—to ensure resources are accurately accounted for. The role reviews and analyzes Repair Order expenditures and takes ownership of work that meets or exceeds customer expectations. The schedule is Wednesday through Saturday, 2 p.m. to midnight, with one shift working from home once trained. The shift includes an additional $1 shift differential. The dispatcher maintains technician call schedules, coordinates responses to equipment breakdowns across the country, tracks repairs through completion and invoicing, and handles service-related customer calls and complaints. The role may also cover shifts affected by paid leave and perform on-call duties as necessary.

Requirements

High school diploma or GED.
Excellent customer service skills.
Critical-thinking and problem-solving skills, good judgment, and the ability to complete work efficiently, correctly, and productively.
Technical knowledge of refrigeration systems and products to prioritize issues and ensure timely completion of work.
Intermediate computer and data-entry skills with Windows-based software.
Knowledge of Microsoft Outlook and Excel; Word and PowerPoint knowledge is also noted as a plus.
Active listening, oral and written comprehension, and commitment to quality service.
Geographic knowledge sufficient to identify the closest dealerships.
Reliable attendance and punctuality; employees must arrive before the scheduled shift and avoid unscheduled, unauthorized absences. Twenty-four-hour notice of absenteeism is preferable. Vacations require department-director approval and arranged coverage.
Ability to work independently with little to no supervision.
Ability to make decisive, precise decisions in a timely manner.
Ability to sit, stand, and walk; see and hear; use a computer and phone; work at heights and in confined spaces; work in hot and cold temperature extremes; and wear required personal protective equipment.

Nice To Haves

Previous technician experience.
Knowledge of Microsoft Word and PowerPoint.

Responsibilities

Promote and follow safety practices for oneself and others.
Maintain the call schedule for service technicians across MCT’s family of companies.
Review all tickets and update active tickets every two hours.
Identify appropriate personnel and communicate plans to address equipment breakdowns across the country and resolve customer issues.
Use the dealership directory to identify the nearest on-call service resource on a 24-hour basis.
Answer calls and respond appropriately to specified equipment failures.
Manage Repair Orders to ensure accurate billing for warranty, parts, and service time.
Monitor and track repairs through completion and invoicing.
Educate customers on unit operations and respond to field questions using analytics and reporting.
Work with customer Service Contracts and coordinate preventive maintenance schedules.
Coordinate with the team to cover shifts not covered because of paid leave and perform on-call duties as necessary.
Handle customer calls and complaints related to service issues.