Dispatcher II

Hobart Food Equipment and Service; Pleasanton (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

Hobart Food Equipment and Service in Pleasanton, CA is seeking a dispatcher to handle incoming service requests, prioritize and dispatch calls to service technicians, and maintain accurate records on call sheets and computer systems. The role also includes filing, updating equipment files, and supporting productivity reporting.

The position requires accurate record-keeping, strong communication with customers and internal staff, and a focus on completing calls to ensure customer satisfaction and

Qualifications

• High school diploma or GED required.
• 3 years dispatching experience is a plus.
• Vocational training or an Associate Degree in business administration preferred.
• Experience in service industry or fleet management preferred.

Responsibilities

• Answer all incoming telephone service requests and log information.
• Dispatch calls and determine priorities for service calls.
• Close calls when service tickets are completed.
• Maintain follow-up system for parts and customer satisfaction.
• Assign service tickets to Service Techs.
• Prepare productivity reports and keep files updated.
• Follow up on completed service calls to verify satisfaction and promote service contracts.

Skills

Dispatching experience

Customer service

Phone etiquette

Education

High school diploma or GED

Vocational Training / Associate Degree in business administration

3 years dispatching experience is a plus

Tools

Call Sheet (F-1675)

Branch computer / CRM systems

Job description

Job Description

This position is responsible for performing a variety of duties associated with the dispatching functions to provide prompt and efficient service to our customers.

Essential Duties And Responsibilities

• 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.

Supervisory Responsibilities

This position has no supervisor responsibilities. This individual plans and arranges own work, referring only questionable cases to the supervisor.

Qualifications

Education and Work Experience

• High school diploma or GED or vocational training in office clerical functions.
• 3 years dispatching experience a plus
• Vocational Training/ Associate Degree in business administration is preferred.
• Experience within the service industry or fleet management is preferred, but not required.

Job —Specific Knowledge

To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.

COMPETENCIES

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

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Required to sit for prolonged periods of time
• Extensive periods of time on phone
• OT as required

Compensation Information

The pay rate will depend on the successful candidate’s qualifications and prior experience. The range for this position is below:

32.40 - 43.80 USD Hourly

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.