Dispatcher,Management Job Grain Valley area,Missouri USA,Management

Job Purpose:

The Dispatch Manager is responsible for dispatching all calls in the most efficient way possible within the required KPIs. They are responsible for making sure all related customer requirements are met and that they facilitate and foster strong relationships with customers, ensuring repeat business Dispatch Managers are responsible for all open service orders for their region.

Duties and Responsibilities:

Service Technicians

Show genuine care and support
Ensure time is given for recertifications.
When things come up that Technicians are missing (examples: paperwork, checking in and out, returning warranty parts and cores), it is non-negotiable that a verbal conversation is had with the individual along with a follow-up email when necessary. Do not send out general emails to all with criticism. Each technician needs to be addressed individually and in the moment.
Involve the Regional Service Manager when you see repeated problems from technicians.

Dispatch all Service Technicians as efficiently as possible

The expectation is to complete all calls within 24 hours.
Ensure that the customer’s expectations for response and resolution times have been exceeded or met.
- Have them work extra hours if needed.
- Reach out for help from your peers (other Dispatch Managers) when needed.
Manage ETA’s
- Turn in a completed ETA report weekly. The regional service manager will must sign off prior to it being turned in.
- Proactively communicate internally with the Service Operations Manager and Customer Service if you anticipate an ETA cannot be met.
- Proactively communicate with the Customer directly if an ETA cannot be met.
Focus on route optimization.
Do everything possible to prevent and avoid a return trip. Ensure that all technicians understand that they need to call the Regional Service Manager before marking a work order as return.
- Ensure that service orders we cannot complete in one trip get to the next department immediately.
- Cover returns for the regional service manager when they are off.
  - Make sure technicians call you before putting a call in return. If you need help, please reach out to another regional service manager.

Keep track of your metrics and monitor the goal of responding to all service orders within 24 hours.

Report this metric on Tuesdays during the meeting and through email to your regional service manager and service management on Thursdays.
Include a report on the 5 service orders with the longest response time.

Manage all Open Calls in your Region

You will be sent a weekly open service order report. A note must be made on every service order that has been open for longer than 2 weeks. The regional service manager must sign off prior to it being turned in.
Your team is responsible for every call that is not completed. Open calls need to be monitored daily and have a plan of resolution.
If service orders are open for your area, what is the next step? Note it in the service order. What are you doing to try to actively solve the problem?

All required forms must be sent with the original call

Ensure that all specific Customer requirements are met

This includes such things as checking in and out, using customer apps, etc.

If we owe warranty parts or cores back, make sure they get turned in the next day the tech is in the office or weekly for remote Technicians.

Remote technicians should have a particular day each week to return parts, and a packing slip must be filled out and forwarded to you that day. This packing slip must be reconciled with what is open on the PIT board (if the service order is in a different status, notes must be made).
If local technicians are turning in parts, the same procedure above should be followed.
You are responsible for the PIT board for your region.

Run NOV (Notice of…

Dispatcher, Management