Job Summary: The Dispatcher is responsible for prioritizing and scheduling all Field Service and Lube Service work in the assigned area of responsibility.
Primary duties include scheduling all field & lube service work, answering/screening incoming calls, opening/closing work orders, scheduling technicians, and verifying work orders to ensure labor, parts, and miscellaneous items are charged out correctly, and notes are entered.

The incumbent is expected to take ownership of customer issues and see problems through to a positive resolution. Responsibilities may include diagnosing and troubleshooting mechanical, hydraulic, and emission issues. This position will also be responsible for coordinating work order closings as requested at the direction of the Preventative Maintenance Manager while ensuring a high-level Legendary Customer Service outcome for our customers.

The incumbent in this position is expected to model the following practices daily: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Essential Functions:

• Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Prioritize and Schedule all field service work in the assigned area of responsibility
• Establish and mutually agree upon and communicate job expectations to field technicians to ensure customer satisfaction
• Communicates with all applicable parties daily regarding scheduling, dispatching and repair of equipment
• Monitors personnel and/or equipment locations and utilization to coordinate service and schedules
• Ability to diagnose and troubleshoot technical issues over the phone before scheduling and/or dispatching technician
• Ensures that customers' expectations regarding communication, information and updates are met and/or exceeded
• Coordinates and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicing
• Support the efforts of the field & lube technicians in every way possible to ensure customer expectations and departmental objectives are met
• Maintains consistent, accurate and timely coordination of information/paperwork in communicating the flow of work and ensures that department operates efficiently
• Generates all purchase orders and validates timely entry into work orders in Rentalman System
• Maintains department daily and monthly reports
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Requires regular and punctual employee attendance
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Knowledge of the heavy equipment industry
• Knowledge of dispatching protocols and procedures
• Working knowledge of computers and multi-line phone systems
• Knowledge of equipment applications
• Knowledge of basic office practices, procedures, and processes
• Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level
• Excellent verbal, written, and communication skills
• Exceptional customer service skills
• Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization
• Functional knowledge of key operating systems: DBS, Service Link, and MDS
• Functional knowledge of critical CAT applications: SIS and SIMSi
• Time management and time-critical prioritization skills
• Ability to work on multiple projects and deal effectively with employees, team members, and management
• Self-starter and ability to work independently
• Ability to operate office machines and computers
• Understand written sentences and paragraphs in work-related documents
• Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the public

Education and Experience:

• High School diploma or equivalent required
• Three-plus years of direct CAT Service experience or five-plus years of industry experience in heavy equipment
• Troubleshooting and diagnosing skills with the ability to effectively work with technical and non-technical resources preferred

Supervisory Responsibilities:

• None

Travel:

• Up to 5%
  
  

Physical Requirements:

• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
• This role frequently communicates with others, must be able to exchange accurate information in these situations
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
• Occasionally moves or transports items weighing up to 15 lbs.
• Significant amount of time standing, sitting, and walking
• Requires daily walking to the shop or yard environment
• Minimal amount of time kneeling, crouching, stooping, balancing, and reaching
• Constant movement and use of hands, this position requires good manual dexterity
• Communicates with customers, service managers, and co-workers
• Routinely reacts to visual, auditory, and other signals including alarms and instructions, and is required to visually inspect work
• Ascends/descends with gradual or continuous progress by oneself, using both hands and feet, and climbs up and down stairs daily

Work Environment:

• This job is generally performed in a professional office environment and a shop environment
• Frequently works at a fast pace with unscheduled interruptions