Service and Dispatch Administrator

SERVICE & DISPATCH ADMINISTRATOR

Position Title:

Service and Dispatch Administrator

Department:
Product Support

Direct Report:
Service Manager

Are you looking for a career in a growing industry? Wanting a competitive pay rate and career development program – including training – that allows you to grow your skills and pay? Join HTX Material Handling:
We are a Material Handling Equipment distributor representing premium brands in the Houston market. Our company was started in 2019 and the brands we represent are global leaders. It’s the perfect time to join this growing organization as we expand our presence in Texas!

The primary responsibility of the Service and Dispatch Administrator is to assist the Service Manager / Coordinator in communicating with customers, sales, and product support. His/her goal must be to give outstanding service.

• Develop and maintain working relationships with other departments, partners, and vendors in order to improve the overall company performance.
• Ensure the work order process is followed, from opening jobs through job invoicing accuracy in the work order system (ERP).
• Ensures technician write ups and field data completion is up to required standard
• Keep track of daily Work In Progress (WIP)
• Monitor progress of work schedule to meet work order commitments and customer expectations.
• Assist manager in assigning work to technicians, and tech schedule board.
• Monitor the progress of all current and pending projects
• Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns – to both internal and external customers.
• Reviews maintenance records to schedule recommended service intervals, (250 hour, 500 hour, etc. PM).
• Keep track/support reporting of KPIs regarding technicians, work orders and other projects to maximize technician productivity and service department profitability
• Assist in allocating parts expense and shop labor to machines through a work order system.
• Open and manage work orders in the system to track shop and technician labor and parts usage as well as other necessary/requested information
• Support all field technicians with systems, administrative tasks or other supporting projects
• Ensure all customer information and contracts in the system are set up correctly
• Support rental activities as it relates to the service department, such as rental delivery and pickups are being set up correctly
• Support sales activities as it relates to the service department, such as PMs/CFMs are set up correctly, adding new customers/equipment, etc.
• Assist with the parts department as required such as returning parts from jobs, ordering parts/look up parts if needed for service manager, assist with inventory management, etc.
• Communicate with service manager any/all work order discrepancies
• Should become proficient with OEM parts lookup/service bulletins/product information
• Operate and manage incoming calls for the service department

• High school diploma / G.E.D / Bachelor’s Degree / Other Technical training.
• Minimum of 2 years of experience in a service administrative role
• Valid Driver’s License (possess and maintain during employment)
• Must be fluent in English. Understanding of Spanish will be considered a plus
• Must be detail-oriented, able to multi-task and possess excellent time management skills, able to work under pressure
• Must have exceptional customer service orientation
• Must have solid communication and interpersonal skills
• Must have solid negotiation and problem-solving skills
• Must be able to communicate effectively both verbally and in written form to customers, technicians, and all other departmental personnel.
• Job requires a willingness to learn, and offer opinions and direction in a professional manner, always displaying a cooperative attitude.
• Previous dispatch and forklift experience are preferred
• Previous ERP experience desired (Field Servio)

• Computer knowledge including use of Personal Computers, Tablets, and Microsoft Office (Word, Excel, Outlook and PowerPoint)
• Must be able to create/read and interpret spreadsheets and graphics