Service Dispatcher at Alliance Laundry System LLC in Hagerstown, Maryland

Job Description:

Alliance Laundry System LLC


Service Dispatcher

US-MD-Hagerstown

Job ID: 2024-4402
Type: Full-Time
# of Openings: 1
Category: Distribution
Distribution - Hagerstown, MD

Overview

The Service Dispatcher is a professional who is involved in the day-to-day operations of their assigned area while following the Alliance Laundry Systems quality standards, policies, and procedures.

The Service Dispatcher is responsible for coordinating and facilitating the Service Teams' routes and schedules, as well as, responsible for organizing, and communicating all details related to customer orders for service requests of Commercial Laundry Equipment.

Responsibilities

• Oversees and coordinates all schedules, routes, and resources of the Service team. Assign, dispatch, and allocate appropriate field personnel to different projects, sometimes on a multi-state basis. Coordinate with field technicians to ensure they have all necessary equipment, parts, and information to complete service calls efficiently.
• Track job, field personnel, and backlog status on the appropriate Service Tracker. Maintains records of work performed, including dispatch logs, service orders, repair orders, work orders, and other documents related to the work done by technicians.
• Monitor technician progress and provide support as needed to resolve any issues or challenges that may arise during service calls.
• Customer support expert who communicates with clients to confirm the scheduling of their service and logs final date(s). Coordinates with clients and secures a point of contact to be on-site to ensure the service is efficient and safe by the time the Tech(s) arrives.
• Prioritize and escalate urgent service requests as necessary to meet customer needs and service level agreements.
• Assist with administrative tasks as needed, including data entry, filing, and updating customer records. (Feels like this will cover us if we need them to be a back-up or as other duties get assigned)
• Collaborate with other departments, such as sales, parts and operations, to ensure seamless coordination of services and optimize overall customer satisfaction.
• Responsible for entering customer information into logging systems such as SAP/ Sales Force/ Field Service.

Qualifications

Education & Experience:

• High School diploma or equivalent required.
• 2+ years of related work experience in a Dispatching or scheduling environment preferred. An equivalent combination of education, training, and experience will be considered.
• Experience in telephone and email/ticketing system-based customer support preferred.
• Working knowledge of management software programs including Salesforce and SAP strongly preferred.
• Proficient computer skills including Microsoft Office Suite (i.e. Outlook, Word, Excel, Teams)

Skills and Abilities:

• Solid Technical Acumen; Ability to read and understand packaging, shipping documents, and safety guidelines.
• Solid organizational skills and detail-oriented; Ability to self-manage workload and multiple projects simultaneously while managing and meeting deadlines.
• Excellent written, verbal, and interpersonal communication skills; Communicate effectively and professionally across all levels of the organization while maintaining a positive and enthusiastic demeanor.
• Strong work ethic; Self-starter, demonstrating a proactive approach, self-initiative, and tenacity. Resilient; Able to confidently navigate ambiguity and change

Standard and Physical Requirements:

• Position involves sitting long periods, standing, manual dexterity, stooping, bending.
• Position requires the ability to lift, carry, push, and pull up to 50lbs. occasionally. For greater weight items assistive devices will be provided.
• While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus.

This position offers:

• Medical, vision, and dental benefits elegible on day one.
• 401k match up to 6 percent
• 3 weeks or 120 hours of vacation plus 11 paid holidays
• Alliance Laundry Cares Scholarships: Six scholarships are available for the children of US-based Alliance Laundry Systems employees who are graduating high school seniors or currently enrolled at a college or university, or trade or technical school.
• Educational Assistance Program: All full-time employees are invited to take job-related classes or earn degrees.
• Employee Purchase Program: All team members can purchase one washer/dryer pair each calendar year at a discount and invite friends and family to receive 25% off.

Alliance Team Members Demonstrate DRIVE:

• Dedicated: Follows through on commitments. Strong say/do.
• Respectful: Acts with integrity and values diverse perspective.
• Innovative: Always looking for a better way; leads change.
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.

PI256441085

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