Field Service Dispatcher/Supervisor
Location: Lubbock, Texas
Description: Warren Equipment Company is hiring Field Service Dispatcher/Supervisor right now, this job will be placed in Texas. More complete informations about this job opportunity please give attention to these descriptions. Summary:
Dispatch field service technicians and assigned company and third party trucks for Engine Field service departments.
Essential Duties and Respon! sibilities include the following. Other duties may be assigned.
- Communicate and ensure a seamless transition of the Engine Field Service processes to each Customer and internal departments.
- Interprets company policies to workers and enforces safety & DOT regulations. Established or adjusts work procedures to meet schedules.
- Maximize efficiency and truck utilization through effective communication and scheduling.
- Work with field service A/A in opening work orders for every technician in dispatch group based upon customer needs.
- Assure unused parts are correctly accounted for and returned for credit.
- Manage work order quality standards and technician responsibilities related to paperwork and reporting expectations.
- Manage technician productivity to assure company profit goals are met.
- Manage technician dispatch group and resources to maximize efficiency to reduce operational costs and meet targets tha! t have been budgeted for Field Service.
- Field service! dispatcher will be responsible for establishing technician daily duties and managing technician work hours to meet company business objectives.
- Review and correct work orders for accurate accounting of inventory and tech labor hours.
- Assist in entering and approving technician’s time.
- Assist in downloading of service reports.
- Assist Field Service Supervisor in job closing as needed.
- Coach team to meet business goals and service objectives based on metrics and expectations.
- Review and manage technician performance on each job and will coach for improvement.
- Responsible for customer satisfaction metrics and corrective action plans when goals are not met.
- Establish and maintain exceptional business relationship with Warren CAT’s customer base.
- Responsible for the sale or the review of a quote as it pertains to a work order and managing profit margins within the work order.
- Provide st! rong analytical and conceptual thought processes with the ability to match Technician’s to job skills, and ensuring maximum asset utilization.
- Handle a large volume of phone calls in a timely manner while making accurate and precise decisions regarding prioritizing of all service calls.
- Work with Field service A/A in creating and maintaining proper records and documentation for trucks and drivers according to Warren Cat policies and regulations
- Routine inspection of Field Service Trucks for cleanliness and appearance.
- Responsible for setting up maintenance schedules for all service trucks along with paper work.
- Responsible for seeing that all service truck tooling is up to standards and a proper inventory of all tooling is kept and maintained.
- Pro-actively establish effective relationships and support others in achieving high performance
- Demonstrate professional behavior, flexibility, and effective communicati! on skills in their interactions with others.
- Studies schedules! and estimates worker hour requirements for completion of job assignment
- Field service dispatcher will be a part of the afterhours on call rotation with Field service supervisors.
- Ensure Warren Cat is in compliance with all state and federal DOT laws and regulations.
- Encourage safety above all else.
- Maintain a clean and organized work environment.
- Display continuous respect, positive attitude and teamwork to achieve department and company goals.
- Any and all other responsibilities as assigned.
May supervise Field service Technicians as delegated by upper management.
Competencies:
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills - Focuses on s! olving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Must always treat co-workers and customers with courtesy and respect.
- Must be a dependable, highly motivated team player.
- Must manage time effectively.
- Must be able to work under pressure and multi task with a sense of urgency and responsiveness to meet customer needs.
- Must be a self-starter with the ability to wo! rk independently under little or no supervision.
- Motivation - ! Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
This position requires a minimum high school diploma or equivalent and two years experience in a related transportation industry, as well as a depth of ! knowledge pertaining to engine service issues, business accounting, and leadership. Preferably 2 years in dispatching in a service related industry.
Language Skills:
Ability to read, comprehend and interpret written instructions and procedures, business correspondence and routine reports. Ability to write simple correspondence. Ability to understand and present information in one-on-one and small group situations to customers or employees of the organization.
Mathematical Skills:
Ability to review data and identify inconsistencies and errors. Must be able to apply mathematical concepts to practical situations and processes using a ten-key, calculator and computer.
Reasoning Ability:
Employee is empowered to make decisions directly affecting their ability to perform the above duties and responsibilities. The position requires the ability to define problems, collect data and establish facts. Ability to apply common s! ense understanding and deal with problems involving a few concrete vari! ables in standardized situations. Must be able to follow routine protocols as well as identify when the routines do not apply in a specific situation. The position requires the ability to develop priorities and adjust work plans to meet deadlines.
Computer Skills:
Must be capable and willing to learn Cat DBS System, Lotus Notes System and Dispatch Solutions Transportation System, SIS.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. Spec! ific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.
This position has the utmost responsibility for compliance with the rules and regulations regarding a safe and healthy work environment relative to their actions and conduct.
Required Travel:
Up to 10%
EOE / AA
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If you were eligible to this job, please email us your resume, with salary requirements and a resume to Warren Equipment Company.
Interested on this job, just click on the Apply button, you will be redirected to the official website
This job will be started on: Thu, 03 Oct 2013 01:02:42 GMT
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