Field Dispatcher

Peterson Cat; Hillsboro (OR); On-site; USD 52,000 - 78,000; Full time

Job summary

Peterson Cat Power Systems in Hillsboro, OR is seeking an experienced Field Dispatcher. You will coordinate service technicians and materials to complete field repairs and manage related paperwork from our Hillsboro location.

The role requires 2+ years in customer service with a heavy equipment environment and the ability to work on-call on a rotating schedule. Join a family-owned business committed to safety and growth.

Qualifications

• High school diploma or GED and 2 years of customer service in a heavy industrial environment.
• Background in dispatching and/or heavy equipment is preferred.
• Able to work on-call and rotating shifts.

Responsibilities

• Answer phone calls from customers and record information for technicians to start repairs.
• Open work orders in DBS with customer information and correct PO/account numbers.
• Use SIS to check warranty or issues by serial range to assist the technician.
• Collect COD from customers at end of jobs; accept credit cards, checks, or cash.
• Coordinate field technicians and materials to complete field repairs.
• Be on call on a rotating schedule to handle after-hours dispatches.
• Review timecards to ensure correct charging and timely service reports.
• Maintain punctual, regular, and predictable attendance.

Skills

Customer service

Education

High school diploma or GED

Job description

It’s your time, make it matter.
At Peterson, we partner with our customers to build the future. For over 90 years, our peoples’ work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson’s legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don’t just have a career, you have a purpose.

It’s your time, make it matter.
At Peterson, we partner with our customers to build the future. For over 90 years, our peoples’ work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson’s legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don’t just have a career, you have a purpose.
Our family-oriented environment is built on safety, winning, growth, and professional achievement. Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.
You have high expectations too. You are exceptionally motivated, have outstanding skills, and want your work to matter. Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business. It’s time to use your skills and passion to do work that matters!
Job Description
Peterson Cat Power Systems has the immediate need for an experienced Field Dispatcher based at our Hillsboro, OR location.
This position is responsible for coordinating the assignments of service technicians and materials to accomplish repairs done in the field and administration of related paperwork.
Essential Job Functions
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Answer phone calls from customers and record all needed information for technicians to start repairs.
• Accurately open work orders in Dealer Business System (DBS) with information given by the customer and/or internal Product Support Sales Representative, including correct Purchase Order (PO) number or account number the job is charged to.
• Use Service Information System (SIS) to check if a machine has warranty or if there are any known issues with a customer’s serial number range that might help the technician with the machine repair.
• Collect Cash on Delivery (COD) from customers at end of jobs. Credit cards, checks, and sometimes cash.
• Use Varian for PO# for outside purchases in order to charge the right accounts.
• Use scheduler program to maintain a log of all field technicians’ location at any given time.
• Utilize vision link to help pre-plan repairs by determining the location of machines and review fault codes prior to dispatching a technician.
• Be on call, on a rotating schedule, to take after hour calls from customer that have equipment breakdowns and call technicians to go out and make repairs. Includes taking calls for other stores and making sure they are taken care of.
• Review timecards to make sure all time charged is in the correct segment / work order. Help enforce timecards and service reports being turned in on time.
• Help coordinate field service safety meetings & enforce company policy regarding safety.
• Help with any questions involving work orders that may help with closing a job in a timelier manner.
• Maintain punctual, regular and predictable attendance
  

Other Job Functions

• Help technicians with parts and tooling.
• Check on when back ordered parts are coming in.
  

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson’s core values. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION And/or EXPERIENCE
High school diploma or GED; and a minimum of 2 years of directly related customer service experience, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.
A background in dispatching and/or heavy equipment/mechanical experience is preferred.
CERTIFICATES, LICENSES, REGISTRATIONS
None required.
Peterson Power Systems, Inc. is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.