Field Dispatcher

JAMES RIVER EQUIPMENT VIRGINIA LLC; Charlotte (NC); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Health insurance (day one)

HSA options

FSA options

Disability and life insurance

401k with employer match

Profit sharing

PPE allowance

Paid time off

Job summary

James River Equipment in Charlotte is seeking a Service Coordinator to manage service jobs, dispatch field technicians and prepare cost estimates. The role includes coordinating with technicians, foremen, managers and parts staff to ensure timely, accurate service delivery and invoicing.

The candidate should have a strong customer-service background, the ability to multi-task, and knowledge of service department operations and heavy equipment technology.

Qualifications

• High School diploma or equivalent experience.
• 3+ years as a service writer or service advisor in a related industry preferred.
• Strong interpersonal and customer service skills.

Responsibilities

• Schedule, dispatch and manage service jobs for the field technician team per work order and guidelines.
• Prepare customer work authorizations by coordinating with service technicians, foreman, manager and parts.
• Provide cost estimates or quotations to customers.
• Ensure customer credit for work, set up payment plans and explain pricing options.
• Identify repair needs with service technicians and communicate estimates and timelines.
• Update customers on start times, completion dates and any changes.
• Suggest additional service work based on inspections and findings.
• Assign repair times to work order segments and approve technician reports.
• Review invoices with customers and answer questions before closing the order.
• Invoice customers based on internal and warranty work.
• Assist service manager with administrative duties and regional tasks.
• Train service writers within location or region as needed.

Skills

Interpersonal skills

Customer service

Multi-tasking

Service operations knowledge

Heavy equipment knowledge

Education

High School diploma

Job description

Career Opportunity with James River Equipment

Join the team at James River Equipment in Charlotte

This position is day shift, Monday-Friday.

As a Service Coordinator, your more typical responsibilities will include:

• Scheduling, dispatching and managing service jobs for our field technician team per work order and guidelines.
• Complete customer service work authorizations by coordinating with service technicians, foreman, manager and parts department as needed.
• Provide cost estimates or quotations as required to customers.
• Ensure the customer has sufficient credit for the work authorized, set up payment plans as needed and be able to explain pricing options to customers.
• Identify all repair needs with service technicians.
• Communicate estimated job start time and completion date, update the customer of changes or additional concerns as they arise.
• Make additional service work recommendations that align with the technician’s inspection of customer equipment and found during repair of the equipment.
• Assign SPG’s or estimated repair times to work order segments.
• Approve technician’s service report and perform final inspections.
• Review invoice with customer prior to closing work order and answer any additional questions the customer has.
• Invoice customer based on internal and warranty work.
• Work directly with service manager to assist with service department administrative and business duties as assigned.
• Training of service writers within the location and/or in the region when/if needed.

Requirements include:

• High School diploma or equivalent experience. 3 or more years of experience as a service writer or service advisor in a related industry strongly preferred.
• Outstanding interpersonal and customer service skills required. Ability to handle customer volume both in person and by phone.
• Knowledge of Service Department Operations is required.
• Ability to multi-task and follow up with customers.
• Knowledge on Service Department Operations and heavy equipment technology is strongly preferred.

Physical Demands

• Physical Effort: Service Coordinators frequently do inspections on the machines which does require some physical demands on a daily basis. They must be able to move on/under machines to perform inspections. They often have to lift objects weighing up to 50 pounds unassisted. There will be occasions where service writers must visit agriculture/construction sites where there is irregular terrain and loose‑footing areas.
• Working Conditions: As a Service Coordinator, you must frequently visit the service and repair shop to perform many of your tasks and duties. Within the shop, there are hazardous working conditions. There is risk of exposure to dirt, grease, fumes, cuts, bruises, strains, loud noises, etc. To combat these potential dangers and risk hazards, Service Coordinators must follow strict safety procedures, proper equipment safety, and PPE while in hazardous areas.
• Travel: Little to none.

Above all, we are seeking a friendly team player who has an outstanding work ethic, a willingness to continue learning and growing personally and professionally, and enjoys contributing to a positive work environment!

Life at James River Equipment

About the Benefits

Joining the team at James River Equipment means you’ll enjoy a wide range of benefits, many of which start on day one of your employment with us. In addition to competitive pay (negotiable based on experience) plus bonus opportunities, the successful candidate will receive:

• Extended health, dental, and vision insurance (day one of employment)
• Health savings account options
• Flexible spending account options
• Disability and life insurance
• 401k with employer match and profit share (after 90 days of employment)
• Annual tools and PPE allowance
• Paid time off and paid holidays
• Employee recognition rewards program
• Opportunities to attend a yearly cruise for top performers
• Opportunities for leadership and professional growth
• Quarterly group outings, company events, and employee recognition programs