Service Dispatcher

Description

Job Data

Job Title:…………………Service Dispatcher

Department:……………..Service Department

Supervisor:………………Service Manager

Summary Description

Assure high levels of service department productivity and quality of work by assisting the service writers with the work flow of repair orders in the service department.

Key Result Area 

· Load Lifts

· Dispatch Repair Orders

· Service Department Productivity

Major Duties and Responsibilities

1) Load Lifts

· Stage jobs and load lifts for the technicians, organize work orders in the technician's bins and make sure jobs are dispatched in accordance with the service schedule.

· Advise the parts department of in process repair orders.

2) Dispatch Repair Orders

· Dispatch repair orders to technicians as indicated in the service schedule. 

· Update the service schedule when repairs are started and completed to ensure accurate tracking of repair order status.

3) Maintain Service Department Productivity

· Notify Service Advisors of delays, additional repairs needed, waiting on parts and other causes for work stoppage.

4) Quality Control

· Assist the service manager with quality control.

· Minimize come backs by inspecting all outgoing work for completeness, thoroughness, safety, and quality.

· Perform service work (or be highly involved with repairs) on all come-backs to ensure ALL problem areas are corrected. Ensure the vehicle is “fixed right” and all customer expectations are met. 

5) Service Department Proficiency

· Assist service manager with continual improvement of overall service department proficiency.

· Review all technicians work-in-progress to ensure quality and timeliness.

· Occasionally assist technicians when they are having difficulty performing service work.

· Ensure technicians maintain and improve their productivity (time spent on jobs) and efficiency (task time) by assigning tasks within their realm of competency during busy times and coaching them to improve both knowledge and speed during down times. 

· Notify Service Writer / Manager of additional work needed or any delays in expected completion as soon as they become known so that customer may be contacted and notified of the delay.

· Maintain technical (PHD and other) qualification by completing any necessary training programs assigned by the Service Manager. 

6) Other Duties

· As assigned

Supervisory Responsibilities 

· None

Commitments

· Treat all employees and customers fairly, courteously, and with dignity.

· Model superior customer service behavior for all interactions with customers and employees.

· Be prompt and available for flexible scheduling 

· Maintain up to date technical qualification (PHD and others) by completing all training programs assigned by the Service Manager. o Focus on quality.

· Demonstrate an interest in growing the service business.

Physical Demands

· The noise level in the work environment is usually loud. o Requires the use of both hands.

· Required to bend, stoop, crouch, reach, handle tools, and lift 451bs. of material o Requires the ability to balance and push a 1,000 lb. motorcycle.

Working Conditions

· Frequently works near moving mechanical parts.

· Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.

· Occasionally, exposed to exhaust fumes or other airborne particles.

Requirements

Qualifications and Job Requirements

· Current, valid motorcycle license.

· Good computer and organizational skills.

· Attention to detail.

· Good communication skills.

· Able to work at a fast pace and multi task.

· Able to pass a Pre-Employment Drug Screening.

· Have a valid driver's license with motorcycle endorsement.