Field Service Dispatcher - Texas First Rentals

Department: Texas First Rentals (TFR)

Employment Type: Full Time

Location: TFR - SA-Cibolo

Reporting To: Joshua Morales

Job Summary:

The Dispatcher is responsible for prioritizing and scheduling all Field Service and Lube Service work in the assigned area of responsibility.

Primary duties include scheduling all field & lube service work, answering/screening incoming calls, opening/closing work orders, scheduling technicians, verifying work orders to ensure labor, parts and miscellaneous items are charged out correctly, and notes are entered.

The incumbent is expected to take ownership of customer issues and see problems through to a positive resolution. Responsibilities may include diagnosing and troubleshooting mechanical, hydraulic, and emission issues.

This position will also be responsible for coordinating work order closings as requested at the direction of the Preventative Maintenance Manager while and ensuring a high-level Legendary Customer Service outcome for our customers.

The incumbent in this position is expected to model the following practices daily:
1) Demonstrate alignment with the company's mission and core business values;2) Collaborate with key internal/external resources;
3) Participate in ongoing self-development.
#HOLTSM

Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission

Prioritize and Schedule all field service work in the assigned area of responsibility

Establish and mutually agree upon and communicate job expectations to field technicians to ensure customer satisfaction

Communicates with all applicable parties daily regarding scheduling, dispatching and repair of equipment

Monitors personnel and/or equipment locations and utilization to coordinate service and schedules

Ability to diagnose and troubleshoot technical issues over the phone before scheduling and/or dispatching technician

Ensures that customers’ expectations regarding communication, information and updates are met and/or exceeded

Coordinates and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicing

Support the efforts of the field & lube technicians in every way possible to ensure customer expectations and departmental objectives are met

Maintains consistent, accurate and timely coordination of information/paperwork in communicating the flow of work and ensures that department operates efficiently

Generates all purchase orders and validates timely entry into work orders in Rentalman System

Maintains department daily and monthly reports

Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards

Requires regular and punctual employee attendance

Performs other duties as assigned

Knowledge of the heavy equipment industry

Knowledge of dispatching protocols and procedures

Working knowledge of computers and multi-line phone systems

Knowledge of equipment applications

Knowledge of basic office practices, procedures, and processes

Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level

Excellent verbal, written, and communication skills

Exceptional customer service skills

Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization

Functional knowledge of key operating systems: DBS, Service Link and MDS

Functional knowledge of critical CAT applications: SIS and SIMSi

Time management and time critical prioritization skills

Ability to work on…