Dispatcher

• 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.  
• Crown E-Orders 
  • The Crown E-Order page should be monitored throughout the day. Calls should be responded to in accordance with each account’s Level of Service Guidelines, which can be found on Crown’s Partner Site. 
• 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. 
• Electronic 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 timeframe, 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. 
  • All non-“house account” PMs should be scheduled prior to the technician arriving onsite. 
  • All periodic maintenance calls should be scheduled/approved by the customer BEFORE it is sent to the parts department to order parts. 
• Update Tech Daily Report 
  • Be sure your teams report is updated daily with the most current information. This helps keep the WIP moving and monitored.  
• 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. 
•  Associate’s degree required. Bachelor’s Degree preferred. 
• Outstanding communication skills, time management and organizational skills with the ability to multi-task 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 D.C. is a must. 
• Mechanical knowledge and EquipSoft system skills are a plus; EquipSoft is Alliance’s billing/services application. 
• Employee must be able to sit stationary for several hours at a time.