OEM Support Representative, Dispatch

7 days ago

Brooklyn Park, Minnesota, United States Marmon Link Full time $60,000 - $85,000 per year

Marmon Link

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

The OEM Support Representative/Dispatch will be responsible for providing technical support to customers and dispatching field service technicians to various locations as required. Coordinate and manage service dispatches using third-party service providers (ASAs) to ensure timely completion of service tickets. Drive process improvements that enhance customer experience and operational efficiency.

Key Responsibilities

  • Dispatch Management: Assign service tickets to ASAs, verify warranty status, and ensure accurate ticket documentation.
  • Parts & Logistics Coordination: Confirm parts availability, arrange shipments, and track delivery for timely service completion.
  • Follow-Up & Escalation: Monitor open tickets, communicate proactively with ASAs and customers, and escalate issues as needed.
  • Customer Communication: Provide clear expectations and regular updates to customers until resolution.
  • Compliance & Quality: Ensure ASAs follow OEM policies, SLAs, and use authorized parts.
  • Data Accuracy: Maintain complete and accurate records in ticketing systems for reporting and KPI tracking.
  • Continuous Improvement: Identify process gaps, share insights, and support initiatives to improve first-time fix rates and reduce resolution time.

Required Qualifications, Skills/Competencies

  • High school diploma or equivalent required; associate or bachelor's degree in a related field preferred.
  • 2+ years of experience in dispatching role, preferably in the OEM industry.
  • Strong communication skills and customer service orientation.
  • Excellent organizational and time-management skills with the ability to prioritize and manage multiple tasks.
  • Proficiency in Microsoft Office and experience with ticketing systems (Fresh Desk).
  • Ability to work as part of a team and individually in a fast-paced environment.

Pay Range

We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to , and please be sure to include the title and the location of the position for which you are applying.

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