Kärcher North America, Inc.
Job Description
TITLE: Branch Dispatcher
FLSA STATUS:Non-Exempt JOB CODE: DISPATCHC
LOCATION(S): NC DATE PREPARED: 11/1/11
PURPOSE
Dispatches 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
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 technicians Work orders for discrepancy
Prepare Accurate Invoice
Prepares reports and assists in managing daily Key Performance Indicator
OTHER DUTIES AND RESPONSIBILITIES
None Listed
SUPERVISION RECEIVED
DIRECT SUPERVISION: Daily priorities are established by supervisor but employee is expected to
evaluate and respond to new situations which require immediate attention. Work is frequently checked
while in progress and end results are reviewed.
SUPERVISION EXERCISED
None
QUALIFICATIONS
Education
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.
Experience
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3 to 6 Months related experience within the service industry
Knowledge, Skills and Abilities
Working knowledge, able to apply general principles. Understanding of most functions, operations or
activities. Includes a general knowledge of applicable theory.
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.
Technical Skills- Ability to read equipment manuals
Language Skills
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.
Mathematical Skills
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.
PHYSICAL DEMANDS
Incumbent will be expected to sit for aprox. 80% of the time, Stand Aprox. 20% of the time, Walk around
15%, Lifting capacity not to exceed 70lbs.
WORK ENVIRONMENT
Primarily an office environment with occasional visits to a warehouse and shop area with normal noise
levels consistent with the use of hand tools and small electric tools.
