Field Service Dispatcher

Basic Functions, Duties, and Responsibilities:

To assist the Field Service Supervisor with the overall operation of Field Service Repairs in a manner that meets or exceeds the needs of all internal and external customers.

Perform daily administrative and operational activities as directed by the Field Service Supervisor or Service Manager to include but not limited to the following:

• Assist as directed in daily coordination of assigned Field Service Technicians activities including the research, acquisition and organization of technical information necessary for job preparation. Work closely with Nashville Service Parts Coordinators as it relates to troubleshooting support and parts identification look up when required to ensure the correct parts are being ordered. Assist as required in sourcing alternate delivery services for parts transport to job site with the goal of reducing excessive Field Service repair times and non-productive mileage.
• Daily communication as directed with Field Service Technicians on job progress to ensure quality of repair and original scope of work has not altered from first Customer contact. Acquire Customer approval before proceeding with additional service repairs or parts replacement which falls outside the original scope of work. Provide or update estimates of parts and labor for existing or additional repairs requested by the Customer.  Email conformation from the Customer is required before implementation.
• Review assigned Field Technicians service reports daily for accuracy, appropriate detail, supporting documentation such as pictures, and daily submission of completed service reports for all assigned Field Technicians. Communicate progress of Field Service work including change of scope scenarios to Field Service Supervisor, Service Manager, and Service Administrators via note section in Intellidealer.
• Work closely with Service Administrators to maintain a high level of communication with regards to scheduling, Technician arrival times, repair progress, and completion of repair with the Customer.
• First hand communication directly with the Customer to define the appropriate scope of work for prospective jobs. Working closely with Service Administrators during the job opening process to research known data bases such as Fix as Fail campaigns, Komtrax, TSR’s, TSI’s along with other Manufacturers data bases and past service history before work is initiated.
• Participate in monthly / quarterly open Field job reviews with General Product Support Manager, Service Manager, and Field Service Supervisor.
•  Capable of creating and presenting a repair estimate for Field Service work. Assist Customer Support Representatives and Customer Support Managers with estimating labor for Field Service repairs.
• In field oversight as required to assess Customer requested repairs to provide solutions and guidance, with the goal of reducing Customer repair cost and eliminating un-recoverable mileage, labor and parts. Management in conjunction with the Field Service Supervisor and Service Manager of all new / used equipment field assembly or disassembly to define scope of work and execute in the safest manner possible.
• Assist in maintaining care and custody of all company owned tooling.
• Maintain a high level of open and clear communication with other Branch departments.
• Attend and participate in all monthly Field Service safety meetings, these meetings at times may be held virtually. Ensure field techs are completing truck inspection reports or specific customer site specific safety inspections. Incorporate periodical in-person inspections of technician’s onsite to review safety protocol compliance. Ensure necessary safety items are provided including lifting devices and proper PPE.

Job Qualifications:

• Must have a High School Diploma or Equivalent.
• Must have 5 or more years’ experience in the Heavy Equipment Industry.
• Must have excellent written and oral communication skills.
• Proficient with a computer for administrative use, including Microsoft programs (Word, Excel, PowerPoint, etc.) and diagnostic use using manufacturer-provided programs.
• Must have some experience in the supervision of others.
• Must have a good working knowledge of equipment operations and mechanical functions.
• Some overnight travel for manufacturers' training events will be required.
• Must successfully pass background, drug and physical screenings.