Dispatcher - Texas First Rentals

Texas First Rentals; Austin (TX); On-site; USD 52,000 - 74,000; Full time

Job summary

Texas First Rentals in Austin, TX is seeking a Dispatcher to prioritize and schedule all Field Service and Lube Service work in the South Austin area. You will collaborate with technicians, service managers, and customers to meet deadlines, control costs, and ensure quality service.

The role requires strong communication, problem-solving, and proficiency with DBS, Service Link, and MDS systems. The position is full-time in a professional office/shop environment, with up to 5% travel and a focus

Qualifications

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

Responsibilities

• Prioritize and schedule all field service work in the assigned area of responsibility.
• Establish and communicate job expectations to field technicians to ensure customer satisfaction.
• Communicates daily regarding scheduling, dispatching, and repair of equipment.
• Monitors locations and utilization to coordinate service and schedules.
• Diagnose and troubleshoot technical issues over the phone before scheduling/dispatching technicians.
• Ensure customer expectations are met regarding communication and updates.
• Coordinate and follow up on delivery of service including deadlines, costs, and invoicing.
• Support field & lube technicians to meet department objectives.
• Maintain accurate coordination and paperwork for flow of work.

Skills

Heavy equipment knowledge

Dispatching protocols

Phone systems

MS Office proficiency

Communication skills

Customer service

Interpersonal skills

DBS/Service Link/MDS

SIS/SIMSi knowledge

Time management

Self-starter

Office equipment

Written communication

Presentation skills

Education

High School diploma or equivalent

Tools

DBS

Service Link

MDS

CAT SIS SIMSi

Job description

Job Summary

The Dispatcher is responsible for prioritizing and scheduling all Field Service and Lube Service work in the assigned area of responsibility.

Department

Texas First Rentals (TFR)

Employment Type

Full Time

Location

TFR - South Austin

Reporting To

Cirilo Segovia

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
• Understands 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

Requirements

• High School diploma or equivalent required
• Three plus years direct CAT Service experience or five plus years 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

To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform job duties and responsibilities

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 in a shop environment

Frequently works at fast pace with unscheduled interruptions

Disclaimer

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.