Service Coordinator/Dispatcher

FLSA Status: Non-Exempt

Schedule: 7am-4pm

Office Status: (Office, Hybrid, Remote): Office

Travel: N/A

Projected Salary:

Reports to: Service Coordinator Lead/Service Manager/Branch Operations Manager

Direct Reports: N/A

Position Purpose

Contribute to making Southern States TOYOTAlift a leader in the material handling industry by maximizing customer satisfaction by dispatching technicians according to repair request, length, and purpose of trip. Maintains dispatch log. Confers with customers to expedite customer complaints. Works with management to improve the productivity and efficiency of the Service Department.

Major Tasks, Responsibilities and Key Accountabilities

• Responsible for handling incoming phone calls from customers needing field technician work & shop repairs
• Coordinate schedules with technicians and prioritize daily work
• Maintain visibility on technician schedule (verify via GPS & GDB)
• Manage Graphical Dispatch Board (WIP ELC) – Ensure descriptive notes/Service
• Create breakdown work orders and dispatch technicians to work-site (provide ALL necessary information to the technician at time of dispatch)
• Ensure Work Order is moving through the Work Order Flow Process efficiently
• Work closely with Service Management to communicate policies that improve productivity to the technicians on a timely basis
• Coordinate back ordered parts with customers, technicians, and parts department
• Schedule return visit with customer when parts arrive
• Schedule PM’s at least one week in advance with the customer
• Oversee Field WOs (Source – Service Calls / WIP / PM List)
• Maintain Toyota’s preferred 4-hour response time – communicate with customer when this is not possible.
• Work with Service team, technicians, and customers to gain PO for work orders and assist administrative team with obtaining Purchase Orders
• Ensure Technician travel first to Customer WO (Not Warranty/Home Depot or PM) when able
• Track Work Order Completion
• Provide WIP update to Service Manager/BOM as requested
• Roll PMs as reported by Technicians (as necessary)
• Identify High risk WOs for BOM review:

• FM Unit charged to customer
• Unit in Warranty charged to customer
• CFIELDQ or CSHOPQ that exceeds customer approved amount

• Complete arrival calls and check in calls with customers as necessary, as well as provide updates on ETA for repair completion.
• Convert Estimates & Update Status
• Any additional task assigned by Service Lead, Service Manager, Parts Manager, Branch Operations Manager, or Director of Service

• Maintain SSMH’s high company standards and ensure that all Technicians are taking care of and protecting the customers’ interests, and living up to our company standards
• Ability to work in a constant state of alertness and safe manner

Qualifications

• Previous scheduling and dispatch experience in a service industry preferred
• Computer proficiency with MS Office Suite
• Familiar with order entry software
• Experience with tracking and servicing work orders preferred
• High level customer service aptitude and attitude

• Possession of strong verbal and written communication skills; ability to communicate successfully with a wide variety of individual personality types both verbally and in written communications

• Ability to multi-task and manage multiple assignments and tasks and set priorities, as well as adapt to changing conditions and work assignments
• Ability to apply critical thinking and problem-solving skills to ensure customer satisfaction
• Demonstrate above average time management, organizational, and follow-up skills
• Willingness and ability to learn and apply new skills
• Must be able to read, write and speak English
• Must be punctual with good attendance
• Must be reliable, able to follow directions, report to work on time and work well in a team environment

Education and Experience

• High school diploma or GED
• College or Technical school coursework in business administration preferred

Nature and Scope

Position reports to the Corporate Service Coordination Lead/Manager with accountability to the Service Manager, Bom, and Director of Service.

Environmental Job Requirements

Working environment consists of working at a desk setting using a computer. Occasional walking in shop area, and other areas of the facility are necessary. These areas involve walking on a concrete floor which may have temporary cracks appearing in the floor, causing an uneven walking surface. Comfortable shoes should be worn depending on the work environment. The painting and shop areas can be dusty, noisy, and drafty depending on weather conditions as these areas are well ventilated and open to outside air. Work near moving mechanical parts 10%; Fumes or airborne particles 30%; Toxic or caustic chemicals 10%

Physical Job Requirements

Majority of this position requires sitting at a desk utilizing a computer, monitor, and phone - 40%. Visual fatigue may happen with extended periods of computer use. Walking up and down stairs, on carpet, tile, and concrete areas is necessary in this position - 40%. There is minimal outside exposure in this position, however, depending on employee needs, it may be necessary for the employee to spend time in the shop to answer a question - 10%. Of an 8-hour workday, time would typically be spent doing the following: standing 5%; walking 5%; sitting 80%; using hands 100%; reaching with hands and arms 5%; stooping, kneeling, crouching, or crawling 1%; hearing or talking 100%. In this position, moderate noise is expected, examples include typical business office noise from with computers and printers and exposure to noise from light traffic. Distance/near clear vision is critical. Ability to lift up to 10 lbs.

Job Description

This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain an inventory of all duties, responsibilities, and qualifications required of associates assigned to this role, and associates may be asked to assist with other duties. This description supersedes any previous documentation for this role. Management reserves the right to add or change the duties of the position at any time.

About Southern States Material Handling

We are Florida & Central Georgia's source for Material Handling Solutions with 10 branches in Tampa, Lakeland, Winter Haven, Orlando, Ocala, Jacksonville, Columbus, Albany, Macon, and Valdosta, complimented by a full fleet of deployed mobile service technicians. For over 70 years we have been a leading provider of Toyota forklifts. We offer a single source solution for new and used material handling equipment sales and equipment rentals. Additionally, we offer OSHA compliant operator training and forklift parts and maintenance to ensure customers stay productive and profitable. Toyota has been the number-one selling lift truck in the U.S. since 2002.

Southern States Material Handling is proud of our workforce who support and contribute to the company. We seek people committed to excellence with talent, skill, innovation. We offer a competitive salary, comprehensive benefits, and a pleasant and challenging working environment. We are committed to innovation, quality, customer service and talent.

Our Values:

Honesty, Initiative, Teamwork, Competency, and Hardwork

Our Purpose - To help our client customers achieve competitive advantage and improve their profits, safety, and productivity.

Our Vision - To be the most successful and respected material handling equipment distributor in the U.S.

Our Mission - To sustain continuous profitable growth by providing the best customer experience.