Service Dispatcher Days

MCT Companies•Richland VII Precinct, NE

13d•$23 - $26•Hybrid

About The Position

Provides excellent customer service to all customers and technicians to ensure follow up as appropriate. Manages Repair Orders variables and components including warranty, parts, service times, mileage and billing processes to account for resources accurately. Expertise is required to review and analyze Repair Order expenditures. Enhances organizations reputation by accepting ownership for accomplishing work that meets and exceeds customer expectations.

Requirements

High School diploma or general education degree (GED)
Provides excellent customer service
Utilizes critical thinking skills, problems solving abilities, and exercises good judgment when completing tasks in an efficient, correct, and productive manner.
Demonstrates technical knowledge of refrigeration systems as well as products to prioritize issues and to ensure work is completed in a timely manner.
Intermediate computer and data entry skill for Window’s based software programs.
Knowledge of Microsoft Office Suite: Outlook, Excel required, Word and PowerPoint a plus.
Active listening skills, oral/written comprehension and commitment to ensure quality service.
Knowledge of geography to identify closest dealerships.
Attendance and punctuality are essential job functions. Employees must arrive to work prior to the scheduled shift start time, while not taking unscheduled and unauthorized absences as determined by company and departmental guidelines. A 24 hour notice of absenteeism is preferable due to the nature of this role. Vacations must be approved by department director and coverage must be in place.
Ability to work independently with little to no supervision.
Must have the ability to make decisive and precise decisions in a timely manner

Nice To Haves

Previous technician experience a plus.

Responsibilities

Promotes and adheres to safety culture for self and others.
Maintain call schedule for service technicians part of MCT family of companies.
Review of all tickets with updates to all active tickets every 2 hours.
Identifies appropriate personnel and then communicates plan of action to handle equipment breakdowns across the country to resolve customer issues.
Accesses dealership directory to identify nearest resource for on-call service; 24 hour basis.
Answers calls and responds appropriately to specified equipment failures.
Manages Repair Orders to ensure proper billing processes including warranty, parts and service time.
Monitors and tracks the repairs being made to completion and invoice.
Educates customers on unit operations and responds to field questions using analytics and reporting.
Familiar with customer Service Contracts and coordinates preventative maintenance schedules.
Works as a team to cover shifts not covered due to paid leave as well as on-call duties as necessary.
Handle customer calls/complaints for service-related issues.