Field Dispatcher
On-siteHillsboro, Oregon, United States
Job Summary
Answer phone calls from customers to record information for field repairs, then accurately open work orders in the Dealer Business System with correct account numbers. Use the Service Information System to check warranties and review fault codes via Vision Link to pre-plan repairs before dispatching technicians. Collect Cash on Delivery, credit cards, and checks from customers at the end of jobs, while utilizing Varian for outside purchase charges. Maintain a log of technician locations on the scheduler program and take rotating after-hour calls for equipment breakdowns. Review timecards to ensure correct segment charging and enforce safety meetings and company policies. Help technicians with parts and tooling, and coordinate repairs across multiple stores.
Required Qualifications
- High school diploma or GED
- Minimum of 2 years of directly related customer service experience
- Customer service experience preferably in a heavy industrial environment
- Equivalent combination of education and work experience
- Must be able to perform essential duties satisfactorily, safely and in alignment with Peterson's core values
- Must be able to answer phone calls from customers and record all needed information for technicians to start repairs
- Must be able to accurately open work orders in Dealer Business System (DBS)
- Must be able to use Service Information System (SIS) to check if a machine has warranty or if there are any known issues with a customer's serial number range
- Must be able to collect Cash on Delivery (COD) from customers at end of jobs
- Must be able to use Varian for PO# for outside purchases in order to charge the right accounts
- Must be able to use scheduler program to maintain a log of all field technicians' location at any given time
- Must be able to utilize vision link to help pre-plan repairs by determining the location of machines and review fault codes prior to dispatching a technician
- Must be able to be on call, on a rotating schedule, to take after hour calls from customer that have equipment breakdowns and call technicians to go out and make repairs
- Must be able to review timecards to make sure all time charged is in the correct segment / work order
- Must be able to help enforce timecards and service reports being turned in on time
- Must be able to help coordinate field service safety meetings & enforce company policy regarding safety
- Must be able to help with any questions involving work orders that may help with closing a job in a timelier manner
- Must be able to maintain punctual, regular and predictable attendance
- Must be able to help technicians with parts and tooling
- Must be able to check on when back ordered parts are coming in
- Must pass a drug screen
- Must pass a background check
Desired Qualifications
- Background in dispatching
- Background in heavy equipment/mechanical experience
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