Dispatcher

Do you want to be our next millionaire? Yes, you read that correctly. Alliance Material Handling prides itself on making our employees MILLIONAIRES Join our extraordinary team, where every employee is not just a part of the workforce but an essential stakeholder in our success. As a 100% Employee-Owned company, we believe in empowering our team members to share in the prosperity they help create. Imagine a workplace where your dedication and hard work directly contribute to your financial well-being. If you're ready to be more than an employee – to be an owner – explore the exciting opportunities at Alliance Material Handling and embark on a journey towards financial success and professional fulfillment. 

Some of your Benefits include: 

• Employee Ownership (ESOP)
• Complimentary Concierge Service
• Multiple Healthcare Options/Dental/Vision
• 401K
• Paid Time Off
• Dream Manager

Dispatcher is responsible for receiving, processing, dispatching, and closing out service calls from customer and internal sales representatives. Employee must develop and maintain professional contacts, possess effective interpersonal skills, and effectively communicate with management and designated team of technicians.  

Key Performance Indicators  

• Incoming Calls – Phones should be answered promptly and should not ring more than (3) times.
• Response Time - All e-mailed work order requests from in-house/on-site technicians should be responded to within 15 minutes.  
• Manage Technician Schedules – All technicians should have 6-8 hours of scheduled work planned for the following day.
• Work Order Management – Ensure no technician has work orders over 14 days old. If they do, reasons should be recorded, and progress monitored. Any work order over 30 days should be reviewed with the FSM for completion.
• Open work orders in EquipSoft from customer calls as well as from technicians request.
• Work with technicians on any work order issues.
• Quoting – Create and submit quotes for road technicians as needed.  
• Closing Out and Posting Work Orders – All electronic work orders completed by your team should be processed throughout the day. Any electronic work orders sent in after end of shift should be processed first thing the next day.
• Work closely with FSM covering your area to make sure customers are taken care of and all technician concerns are addressed.  

Responsibilities 

• E-mail communication
  • Take care of any e-mails from the prior evening or early this morning. This includes closing out any of your team’s outstanding electronic work orders or creating work orders for early-shift technicians.
• Work in Progress (WIP)
  • Maintain each technician’s WIP – no tech should have any work orders over 14 days, unless there are parts on backorder, or it is currently pending a “Not to Exceed” (NTE) approval. If they have older ones that fall outside of these reasons their FSM should be notified. 
• Work orders
  • WOs should be closed and posted constantly throughout the day. 
  • Be sure to review work orders and check for correct labor and parts issues based on repair. If there is an issue have FSM review for labor and parts manager review for parts before posting.
  • All invoicing for centralized billing accounts will be sent to the centralized customer coordinator. 
• Service Calls
  • Customer accounts should be verified at the time of the call. If the account is COD, a credit card authorization form needs to be sent to the customer if there is not any credit information on file. Place a hold on the card prior to dispatch. Collect a Purchase Order number if customer issues one.
  • Verify the customer’s billing and shipping address, and update or add ship-to addresses as needed by e-mailing the credit department.
  • Collect unit information such as Make, Model and Serial Number, and obtain a point of contact and phone number.
  • Communicate with the customer to determine the best time for a technician to arrive at their facility based on priority, customer business hours, and technician availability.
  • If we cannot honor the time frame we gave the customer, the point of contact must be contacted at least (1) hour before the originally scheduled arrival time. Ensure technician has all relevant information (physical address, unit information, PO/tracking numbers, point of contact info, scheduled time) before technician departs for that service call.
• Quoting
  • Road techs will send in requests for quote on repairs to be made in the field.  
  • Quote should be created, and labor added.  
  • Work closely with parts to get correct parts and pricing added.  
  • Verify all labor has been included, parts and any misc. charges have been added and submit to the customer.  
  • Quotes should be submitted to the customer within 72hrs of the tech sending into the shop.  
  • Follow the follow up procedures after submission.  
  • All NTEs will be sent to the centralized customer coordinator. 
• Planned Maintenance (Or PM Coordinator) 
  • Create all new PM agreements for your team as they come in from the sales team. 
  • At the end of every month, PM planner will be run for the following month. All PMs in your territory should be assigned to a technician before the first business day of that month.
• Teamwork
  • Your top priority should be your designated team. Communicate with other dispatchers to ensure there is coverage for all teams based on workload/call volume, and to work around holidays and sick days. 

Requirements 

• Proven experience as a dispatcher
• Associates degree required. Bachelor’s Degree preferred
• Outstanding communication skills, time management and organizational skills with the ability to multi-task is a must
• Excel in a fast-paced environment, handling multiple phone lines
• Phenomenal customer service skills
• Self-Motivated with the ability to follow through on tasks
• Proficient in Microsoft Outlook and Excel
• Geographic understanding of Maryland, Virginia, West Virginia and the DC is a must
• Mechanical knowledge and Equipsoft system skills are a plus; Equipsoft is Alliance’s billing/services application
• Service Background
• Employee must be able to sit stationary for several hours at a time