Contract Dispatcher, Product Performance

ABOUT WESTERN STATES EQUIPMENT:

Western States has a long legacy of providing quality equipment and excellent service to customers.  Since 1956, our vision is to make our communities stronger, cleaner, and more productive, not just with our products and service – but through our people.  We are committed to:

• The Power of our Purpose: “Building our Communities for a Better Tomorrow”
• Performance through our Values: SAFETY, EXCELLENCE, TEAMWORK, INTEGRITY, ACCOUNTABLITY, and INNOVATION
• Customer and Employee Care Commitments: Conveying Warm and Empathy, Actively Listening, Building Trust, and Saying Thank You

WHY YOU’LL LIKE IT HERE:

Recognized as one of the top private companies to work for, we put our employees first.  We are fiercely committed to SAFETY and sending every employee, safely home, every single day.  Our comprehensive benefits package and complete wellness programs include:

• Three weeks of accrued PTO to start, increases with tenure
• Company paid health care premium option for employees
• Health, dental, and vision insurance
• Wellness dollars
• 401k with company match and profit sharing
• Educational reimbursements, tool loans, and safety & tooling dollars
• Employee Assistance Program
• Paid Parental leave
• Care Leave

 WHAT WE’RE LOOKING FOR:

THINK-ACT-BE SAFE - At Western States, we empower every employee, every day to work and promote a safe environment to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable procedures and standards. This includes maintaining clean/clutter free personal work areas and wearing the required personal protective equipment (PPE) as identified in safety policy.

FULL SUMMARY

The Product Performance Dispatcher serves as a member of the Client Contract team and under the direction of the Client Contract Supervisor to provide the best experience to those customers under the Client Valuation Agreement (CVA). Responsibilities include scheduling and assisting in managing the service calls involved in the CVA and product improvement portions of the service business. This will require advanced client communication and coordination responsibilities and dispatching technicians throughout assigned territory, determined by scheduled preventative maintenance (PM) events or service letters as required.

 Scheduling and Service Coordination

• Assists in scheduling Lube and Product Improvement technicians for services and service letters, this includes calling the client and verifying essential information of the repair and established time lines.
• Helps keep schedule up to date for all techs and Client contract employees to ensure all parties are kept in the loop.
• Schedules trucks for routine maintenance.
• Provides feedback to Client Contract Supervisor to aid with technician evaluations.
• Provides administrative support as assigned by Client Contract Supervisor.
• Performs multiple functions in the timely process of service calls from opening, adding segments, resolving discrepancies, and closing.
• Generates daily service call reports to help assist in work order last date of labor management.

SKILLS, KNOWLEDGE, AND ABILITIES:  

• Basic knowledge of Caterpillar equipment
• Proven skills in written and verbal communications, planning, organizing, and interpersonal relationship building.
• Experience using computers, including Microsoft Office applications.
• Ability to organize and multi-task.
• Ability to set and manage priorities.
• Ability to develop and maintain effective working relationships with others.
• Ability to work overtime without notice.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Minimum of two years comparable office experience required.
• Minimum of one-year heavy equipment industry experience required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS: 

• Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Ability to lift up to 30 lbs. in accordance with Western States’ Lifting Policy to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.

 

Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.