Service Support Specialist

Goodwin Tucker Group

Location: Des Moines, IA

Reports to: Branch Manager

About Goodwin Tucker

Headquartered in Des Moines, Iowa, The Goodwin Tucker Group is the go-to company for commercial kitchen startups, remodels, repairs, improvements, and maintenance. Our company mission has remained the same since the 1930’s – we provide service, parts, and equipment to commercial kitchens in Iowa, Nebraska, South Dakota, and surrounding areas. We use innovation, leadership, education, and expanding our capabilities to meet the ever-increasing needs of our customers through highly skilled team members, up-to-date technology, and the finest tools and equipment. Learn more about us at https://goodwintucker.com/about/

What Goodwin Tucker can offer you:

• Competitive industry pay based on experience with the opportunity to advance
• Company sponsored healthcare for full-time employees
• 401k with employer match
• Paid time off and holiday pay
• Year-round work – We provide our teams with consistent work
• Company cell phone & Tablet with easy-to-use dispatch/invoicing software
• Well-stocked company vehicle with a gas card
• Dispatch from home and work in surrounding areasncement – We provide ongoing training for our Team Members

Job Summary: The service support specialist is a vital position that will manage and coordinate the service technician schedule to fulfill our customer service request. This is a fast paced, multifaceted and at times a highly stressful position responsible for all technician daily activity within your assigned region.

Essential Functions:

• 40-hour week overtime may be required, with supervisors’ approval.
• The primary function of this position will be dispatching/routing our Service Technician to customer locations.
• Scheduling
• Review/complete service orders
• Customer relation
• Troubleshooting / conflict resolution
• Review completed work orders and prepare for the billing department.
• Review and approve technician timecards/work orders

Additional Duties:

          Maintain excellent customer relations via customer service.

          Interact with technicians via paperwork follow-up

• Participate in office training and meetings.
• Understands and follows the company procedural manual and safety rules.
• Other duties as assigned

Minimum Qualifications:

            Minimum 1-year concurrent dispatching experience

            Excellent computer skills

            Proficiency in work and Excel with the ability to adapt quickly to custom software.

            Demonstrable experience in operating computer software programs (GE) and standard office equipment.

            Excellent grammar, verbal, and written communication skills required.

            Strong organizational and time management skills.  Motivated, outgoing, self-starter able to follow through on duties and assignments with minimal supervision with the ability to work independently or as a team player; able to prioritize and manage multiple projects

            Excellent customer service; should have a mature personality and be able to relate well to customers and other employees and their concerns; also, must possess the ability to concentrate, handle pressure, meet deadlines, maintain a positive attitude under stress and pay attention to detail

            Observe all company procedures and safety rules.

            Must be reliable

            Must be able to pass a pre-employment drug screen

            High School or Equivalent

Typical Physical Demands: This position requires prolonged sitting, as well as some standing, bending, twisting, squatting, stooping, and reaching overhead.  This position requires lifting up to 25lbs.  It requires manual dexterity, and normal range of hearing and vision.   

Typical Mental Demands: Must be able to analyze many variables and choose the most effective course of action given the situation.  Must be able to resolve problems, handle conflict and make effective decisions under pressure.  Must relate and interact with co-workers.  Must be able to handle the pressure of month end push.

Working Environment: Works in a typical office setting. 

This job description is not inclusive of all the duties of the job.  The employer has the right to revise this job description at any time.  This job description is not a contract for employment and either you or the employer may terminate employment at any time, for any reason.  

 Goodwin Tucker is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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