Field Dispatcher

Peterson Holding Company; Hillsboro (OR); On-site; USD 48,000 - 64,000; Full time

Job summary

Peterson Power Systems, Inc. in Hillsboro, OR is seeking a Field Dispatcher to coordinate service technicians and materials for field repairs. The role includes opening work orders, verifying PO numbers, and ensuring timely communication with customers and technicians.

Experience in a heavy industrial environment and strong customer service skills are preferred. The position requires on-call duties, attention to safety, and adherence to company processes.

Qualifications

• High school diploma or GED required with 2+ years in customer service.
• Prior dispatching or heavy equipment experience preferred.
• Ability to open and manage work orders in DBS and coordinate field work.

Responsibilities

• Answer calls from customers and gather information to start repairs.
• Open and assign work orders in DBS with accurate PO/account details.
• Check machine warranty/status in SIS to assist technicians.
• Coordinate COD collection and payment methods at job end.
• Use VisionLink and scheduling tools to track technician locations.
• On-call rotation to respond to after-hours equipment issues.

Skills

Customer service

Heavy industrial

Dispatching

Scheduling

Education

High school diploma or GED

Tools

Dealer Business System (DBS)

Service Information System (SIS)

VisionLink

Scheduler program

PO/Accounts processes

Job description

It’s your time, make it matter. At Peterson, we partner with our customers to build the future. For over 85 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.

At Peterson, our vision is to be our customers’ first choice. We provide a family-oriented environment that promotes safety, personal growth, and professional achievement. We offer competitive wages, generous benefits, and room to grow within the company. If you want to work side‑by‑side with others who are passionate about customer service, consider joining the team!