Field Service Dispatch Supervisor

Our Heavy & Ag Equipment Dealership Group currently has an opening for a Field Service Dispatch Supervisor. We are looking for a leader to help us continue to grow our business and continue to provide superior service for our customers. The Field Service Dispatch Supervisor directs the Branch Field Service Technicians to ensure an efficient, safe, and profitable operation to support Branch and Corporate objectives, and maintains the highest quality of service to the customer.

Responsibilities:

• Leads the field service team to ensure an efficient, safe, and profitable operation
• Documents incoming calls and dispatches jobs to field service technicians
• Administers our Safety Program and promotes a culture of safety
• Manages work in process to meet deadlines and efficient billing
• Administers proper collecting procedures (Charge, COD, Cash)
• Ensures work orders are created with the proper segment order; ensures technician parts and labor are on the correct segments
• Works with customers to define scope of work/repairs on their equipment
• Creates accurate service estimates for customers, obtains permission from customer for the original work requested and advises customers on course of action in repairs
• Manages fast and accurate response to after-hours calls
• Handles all customer communications during the repairs, communicates warranty information, and handles complaints
• Assists technicians on complex diagnostic and repair issues
• Manages technician productivity; assigns work orders and schedules workload.
• Coaches and mentors technicians, understands their goals and prepare them for the next step in their career
• Ensures technicians are trained properly through Ziegler internal and web-based training
• Completes fair and accurate yearly reviews with Technicians; Provides appropriate improvement recommendations
• Monitors vehicle maintenance, inspections, and DOT requirements for field service vehicle

Qualifications:

• 2-year technical degree preferred; High school degree required
• 2+ years of relevant diesel equipment knowledge preferred
• 2+ years in a lead or supervisory position preferred
• Exhibit the values of the Company
• Strong communication and organizational skills required
• Ability to problem solve and think creatively to take care of customers in the most efficient way required
• Committed to serving our customers and developing a team with the Ziegler Way values
• Strong computer skills required
• Basic understanding of warranty issues preferred
• Personal characteristics: planning/organization, customer focus, problem solving, even temperament, leadership, strong written and verbal communication skills

Minimum Physical Requirements:

• Lift/carry up to 10 lbs
• Standing, walking, using hands, talking, hearing, stair climbing, forward reaching, bin lift, fingering/grasping