Dispatcher

Hobart Food Equipment and Service; Atlanta (GA); On-site; USD 38,000 - 52,000; Full time

Job summary

ITW is seeking a dispatcher to support the branch by handling dispatch calls, recording service requests, and coordinating with Service Technicians to ensure prompt customer service. The role involves maintaining documentation, prioritizing tickets, and following up on service outcomes to drive customer satisfaction.

Candidates typically have a high school education and 0–18 months of related experience. Strong organizational skills and proficiency with call sheets or PC systems are preferred.

Qualifications

• High school education required.
• Good organizational and clerical skills.
• Ability to answer and log customer service requests accurately.

Responsibilities

• Answer all incoming telephone service requests and record information on the Call Sheet or computer.
• Dispatch calls and provide information to Service Techs to prioritize service work.
• Close completed service tickets and update follow-up for customer satisfaction.
• Maintain files and paperwork for inspections, parts, and service histories.
• Assign service tickets to technicians and transfer incomplete calls with all pertinent data.
• Perform various clerical duties including shipping/receiving and handling supervisor calls.
• Train or cross-train staff as needed and interface with branch computer systems.
• Follow up on completed calls to verify satisfaction and promote service contracts.

Education

High School or equivalent training

Job description

Job Description

General Purpose of the Job:

• Perform a variety of duties associated with the dispatching functions in order to provide prompt and efficient service to our customers.

Education

Job Specifications:

• High School or equivalent training.

Experience

• 0-18 months.

Complexity Of Duties

• Diversified duties involving a general knowledge of product lines and service parts. Requires use of a wide range of procedures and the exercise of judgment to determine what action should be taken within the limits of standard practice.

Supervision Received

• Will often obtain assistance and training from more qualified personnel in order to satisfactorily perform some of the more complex assignments.

Contact With Others

• Frequent contact with Branch employees. Constant contact with customers and other outside personnel, requiring more than ordinary courtesy and tact to establish and maintain good customer relations.

Confidential Data

• Occasionally work with confidential data where the effect of any disclosure may have an impact on the business.

General Duties

• Answer all incoming telephone service requests and record all pertinent information on Call Sheet (F-1675) or on computer.
• Dispatch calls, using the Call Sheet or computer to supply information needed by Service Tech, and for determining priorities to be assigned to service calls.
• Clear calls when complete service tickets are received from Service Techs.
• Maintain follow up system for parts ordered by Service Techs to ensure complete customer satisfaction per company policies and guidelines.
• Check service tickets received from Service Techs for proper extensions and correctness, including checking for inspections due.
• Be responsible for filing (F-595) Service Tickets numerically.
• Type and/or maintain Inspection List, Automatic Scale/Wrapper and General Line.
• Update and maintain files (computer or manual) from the monthly active installation list change notices.
• Maintain (F-1610) File of Equipment. This could include calling customers concerning estimates for overhauls, prices for new equipment, and completion of services.
• If in a manual office, prepare Productivity Reports. This could include maintaining a "No Charge" file for management's reference when analyzing Productivity Reports.
• Assign service tickets to Service Techs.
• Transfer incomplete service calls, including all pertinent information, to the (F-1675) Call Sheet or assign proper status in the computer for the following day.
• Perform other clerical functions, as necessary, such as assisting with tracking of consignment, assisting walk-in customers, shipping/receiving, handling phone calls for supervisor, etc.
• Perform various job duties in the parts are, as needed.
• Train or cross train other employees as requested.
• Interface with a Branch computer if available.
• Follow up on completed service calls to verify customer satisfaction and promote service contracts.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.