Service Dispatcher
2 months ago
The Customer Service Advisor (CSA)
- Service Dispatcher reports to the Operations Manager, along with the Technician I, Technician II, Technician III, Technician IV, and Technician V. The position will be responsible for handling all aspects of the after sale customer experience and ensuring customers are satisfied with their Darr Equipment service interactions. The position will not have any direct reports. The CSA works with parts, rental, sales and other service team members to ensure all service (shop or field) jobs are completed to the satisfaction of the customer and helps to ensure jobs are on time and within budget, per service guidelines.
Reporting & Supporting Positions:
There are no reporting positions. Supporting positions include Warranty Claims Analyst, Service Billing Clerk (TMR/Special Billing), Administrative Assistant (Service), Technical Communicator, Trainer, and Parts Specialist. The CSA will work alongside these service and parts team members to ensure all aspects of the customer experience are handled accordingly.
Nature and Scope:
The position is responsible for the customer experience including, but not limited to, answering customer calls, opening work orders, scheduling technicians, dispatching, coordinating parts needs, closing and billing jobs and working with the service manager and service team to handle all customer disputes. The most important job function for the Customer Service Advisor is communicating with the customer every step of the process. This position will handle all regular communication with the customer before, during and after service jobs. The position is critical to ensuring that the customers receive quality service.
The Customer Service Advisor will work with a service manager and will oversee customers in a given territory and will work with approximately 10-15 technicians. This position will also work with a dedicated parts specialist assigned to their service team to ensure parts are ordered timely, stocked appropriately and delivered to the technicians for jobs to be completed timely. The position will also work with Service Manager / Parts and Service Manager to regularly work the Work in Process and keep it within desired guidelines. The CSA will also provide feedback to Service Manager / Parts and Service Managers regarding training needs and technician skills to assist with regular training assignments and reviews as requested.
Growing the service businesses for Darr is a major factor in the company’s continued success. This position will be critical to communicating with our customers and managing their expectations when it comes to service. Customer feedback will be critical in improving our processes and service experience.
Major Functions:
- Field incoming calls for service requests from Customers.
- Work with Parts Specialists to ensure parts are ordered, pulled available for service technicians.
- Open and assign work orders to technicians.
- Schedule and Dispatch Technicians
- Close and Bill all work orders.
- Communicate with customer on regular intervals and keep customer informed of status at each step through the process.
- Work with Service Manager / Parts and Service Manager to handle any customer billing issues or disputes.
- Work with Warranty Claims Analyst, TMR Service Expeditor, and Special Billing Clerks to handoff and facilitate processing of work orders through billing.
- Work with Managers and Technicians to keep jobs within assigned hours and on schedule.
Physical Requirements:
The job is performed in an office environment. The position will require very limited travel. This position requires normal eyesight, reading and writing, listening, speaking, and driving abilities. May involve minor lifting and/or working with hands from time to time.
*Monthly performance-based incentive bonus program also applies to this position.*
Pay: $40,000.00 - $55,000.00 per year
**Benefits**:
- Referral program
Day range:
- Monday to Friday
Shift:
- Day shift
Work Location: In person
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