Service Operations Dispatcher

2 weeks ago

Mayfield Village, United States Welbilt Inc Full time

Job Details Job Location Clev Rng - Mayfield Heights - Mayfield Heights, OH Position Type Full Time Education Level Associate's Degree Travel Percentage None Job Shift Day Job Category Aftermarket (Customer Service/Technical Service) Description We are ClevelandCleveland Range is a leading manufacturer and designer of steam cooking equipment. We have a long and proud history of serving the foodservice industry with quality and innovative cooking devices. Our current product offerings include steamers, combination steamer-ovens, kettles, braising pans, and specialty application ovens. The Service Dispatcher will be the central point of contact for service dispatch management within the warranty period. The ideal candidate will be responsible for handling and coordinating service calls, following up with customers and Factory Authorized Service Agent (FAS), and ensuring timely resolution of service issues. This person will monitor the FAS's status for each dispatch. Major Accountability Answer Technical Support Line: Handle incoming service inquiries via phone, providing prompt and professional assistance. Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status. Dispatch Service Calls (Priority and Close Within 3 Days): Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within three days. Follow Up with FAS (In Assigned Region): Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations. Create and update an FAS Map/Tracker Report : Produce a monthly report summarizing job statuses, dispatched FAS agencies, and recurring issues to inform technical and quality teams Qualifications Key Tasks and Responsibilities Reassign FAS if Needed : Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency. Update Customer

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