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Job Description: SUMMARY 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 The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Work Experience High school diploma or GED or vocational training in office clerical functions. 3 years dispatching experience a plus Desired Education/Experience 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 To perform the job successfully, an individual should demonstrate the following 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 The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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. At ITW, we think and act like entrepreneurs. We embrace autonomy, make decisions and take ownership to create innovative solutions for our customers all over the world. ITW is a Fortune 200 global multi-industrial manufacturing leader. Our seven industry-leading business segments offer career development and learning opportunities in more than 50 countries across the globe. We’re committed to investing in our people and supporting their growth through unique and relevant development opportunities at each stage throughout the employee life cycle. Our decentralized, entrepreneurial culture empowers you to think and act like a business owner. We aspire for everyone to perform to their full potential and value the unique and diverse perspectives, experiences and ideas that make us better together. The ITW Business Model gives us the tools to focus on what’s most important, and we’re grounded in our values of Integrity, Simplicity, Trust, Respect and Shared Risk.
