Dispatcher

Job Summary: The Dispatcher will oversee all service calls from start to finish, to provided quality service support for all customers. Dispatcher will coordinate the dispatching of service and manage the activities of Field Engineers. Dispatcher will build and maintain a healthy business relationship with each customer, through excellent communication. They are responsible for the ordering, receiving, Inventorying, shipping, and returning service parts. Dispatcher will schedule Test equipment calibration and PMs for the equipment of contract and warranty customers.

Duties and Responsibilities:

• Dispatch & manages all service calls, to provide quality customer service
• Takes incoming service calls, records important customer information, and oversees all other service calls received by office staff
• Creates work orders and reviews all work orders created by office staff
• Sends daily emails with information on all service calls for the day, tasks for the next working day, and open calls with an action plan
• Holds a daily team meeting to discuss daily events, open calls, and any other issues
• Participates in Installation meetings to keep updated on installs and Engineers

• Maintains the field service software database up to date
• Ensures that warranty and contract information for assets is updated after the agreement starts or ends
• Inputs new data into the field service software database (such as customers, assets, and tasks) and updates them as they change
• Understands and stays up to date with the features of the service software

• Interacts and builds professional business relationships with customers
• Communicates with each customer, to keep them updated throughout the entire service process, including shipping notifications
• Quotes customers for parts, labor rates, and travel time
• Schedules service calls and preventative maintenance with the customer
• Emails completed and reviewed work order reports to customer personnel as required
• Manages the Preventative Maintenance schedule for warranty and contract customers
• Assigns Engineers PMs in their area, a month prior to each due date
• Holds Engineers accountable for the PM’s in their service area
• Reminds customers and Engineers of upcoming PM’s

• Assists in Managing the Field Engineers for optimal results
• Identifies the best Engineer for each job with the Service team, dispatches accordingly, and notifies the Engineer
• Keeps track of the location of all Engineers
• Reviews completed work order reports from the Engineers
• Responsible for ordering and returning service parts
• Keeps commonly used parts for service calls in stock, including DR wireless panels
• Plans part orders for in-house stock based on consumption and requirements
• Tracks each Engineer’s stocked parts and restocks their supplies as needed
• Completes the warranty documentation to return parts to vendors for replacement, within the allowable time frame
• Source parts that are needed for the service call, this includes looking through the Alpha in-house stock and spare parts in the warehouse
• Creates PO’s for all part orders
• Controls inventory management of in-house service parts and DR panels
• Systematically organizes in-house parts, allowing coworkers to easily locate parts
• Maintains an accurate inventory list, with locations and stock numbers, that is accessible for all office employees
• Keeps track of all loaned out panels and customer owned DR panels that are sent for repair
• Performs regular inventory cycle counts
• Monitors all outgoing and incoming service parts, including returns and damaged parts
• Disposes damaged parts appropriately, including potentially hazardous materials
• Responsible for shipping and receiving service parts on time
• Securely packages all parts to prevent damage, and attaches the packing slip and all required labels
• Ships parts in a timely manner, as required by the customer, this includes dropping off packages at shipping locations
• Identifies and manages all incoming parts, which can include labeling, inventory, storage, and shipping.
• Monitors Test Equipment to ensure that the equipment is calibrated
• Maintains an updated inventory list in the field service software with all test equipment held by each Engineer and by Alpha, the information includes next calibration date and certifications
• Removes test equipment from service prior to recalibration and sends them out to the vendor to be recalibrated
• Keeps track of spare test equipment that are loaned to Engineers

Skills/Abilities:

Incumbent should have a minimum of an Associate’s degree in Business administration or equivalent experience

• Must have excellent written and verbal communications skills.
• Requires strong interpersonal skills necessary to direct Field Engineers and negotiate with vendors
• Must have effective customer service skills to communicate with customers on multiple levels