Service Dispatcher

MCT Holdings • Omaha, NE

8d • Hybrid

About The Position

The Service Dispatcher provides customer service to customers and technicians and ensures appropriate follow-up. The role manages Repair Order details—including warranty, parts, service times, mileage, and billing—to account accurately for resources, and reviews and analyzes Repair Order expenditures. The dispatcher takes ownership of work to meet or exceed customer expectations and supports service operations across MCT's family of companies.

This is a four-day schedule, Wednesday through Saturday, 2 p.m. to midnight. One shift may be worked from home after training. The shift includes an additional $1 differential. The position 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, problem-solving, and sound judgment to complete work efficiently, correctly, and productively.
• Technical knowledge of refrigeration systems and products to prioritize issues and ensure timely work.
• Intermediate computer and data-entry skills with Windows-based software.
• Knowledge of Microsoft Outlook and Excel; Word and PowerPoint knowledge is a plus.
• Active listening, oral and written comprehension, and commitment to quality service.
• Geographical knowledge to identify the closest dealerships.
• Ability to work independently with little to no supervision.
• Ability to make decisive, precise decisions in a timely manner.
• Consistent attendance and punctuality; employees are expected to arrive before their scheduled shift and avoid unscheduled, unauthorized absences. Twenty-four hours' notice of an absence is preferable. Vacations require department director approval and coverage.
• Ability to sit, stand, and walk; see and hear; and use a computer and phone.
• Ability to work at heights and in confined spaces, 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 service technician call schedule for MCT's family of companies.
• Review all tickets and update active tickets every two hours.
• Identify appropriate personnel and communicate action plans for equipment breakdowns across the country.
• 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 correct billing, including warranty, parts, and service time.
• Track repairs through completion and invoicing.
• Educate customers on unit operations and respond to field questions using analytics and reporting.
• Understand customer Service Contracts and coordinate preventative maintenance schedules.
• Help cover shifts not covered because of paid leave and perform on-call duties as necessary.
• Handle customer calls and complaints related to service issues.

Benefits

• Paid time off starting on day one.
• Holiday pay.
• Medical, dental, and vision insurance.
• Health Savings Account and flexible spending accounts.
• Company-paid long-term disability insurance.
• Company-paid short-term disability insurance.
• Life and AD&D insurance.
• 401(k) with employer match.
• Annual clothing allowance.
• Fun and rewarding work environment.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED