Summary: Dispatches Associate Service Providers (ASP) and in-house staff to install, service, and repair floor cleaning machines, pressure washers, balers/compactors and material handling equipment. Additionally, handles inbound calls/email from customers to schedule service(s) by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
-
Handle Inbound Calls and Emails from customers
-
Assign and dispatch service orders
-
Follow up with technicians on the status of the repairs and update customers
-
Dispatch calls the most efficient way
-
Works with technician to ensure correct parts are ordered
-
Follow up on parts order with Parts Department
-
Prepare Shipping labels
-
Reviews equipment warranty eligibility
-
Reviews and checks for discrepancy ASP invoices and technicians Work orders
-
Prepare Accurate Invoice
Competency:
To perform the job successfully, an individual should demonstrate the following competencies:
Design - Generates creative solutions; Uses feedback to modify designs; Demonstrates attention to detail. Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions.
Technical Skills - Strives to continuously build knowledge and skills.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
Team Work - Exhibits objectivity and openness to others' views; Contributes to building a positive team spirit; Puts success of team above own interests.
Written Communication - Writes clearly and informatively.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically.
Adaptability - Adapts to changes in the work environment. Attendance/Punctuality - Is consistently at work and on time.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions. Initiative - Volunteers readily; Undertakes self-development activities.
Innovation - Displays original thinking and creativity. Judgment - Displays willingness to make decisions.
Planning/Organizing - Prioritizes and plans work activities. Professionalism - Approaches others in a tactful manner; Reacts well under pressure.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Computer Skills:
To perform this job successfully, an individual should have knowledge of MS-Word word processing software; MS-Excel spreadsheet software; MS-Explorer internet software and ASTIA order processing systems.
Certificates and Licenses:
No certifications needed
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Work Environment:
The 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.
The noise level in the work environment is usually quiet.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include Close vision, Depth perception and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit. The employee is occasionally required to stand and walk
