Field Service Technician Dispatcher

Would you like to be part of a focused, dedicated team? Do you want to work and grow with other motivated, ambitious people?

Wagner Equipment Co. offers challenging career opportunities, extensive training and employee development along with an opportunity to grow your career and thrive under Wagner’s reputation for excellence. We offer excellent benefits and supply you with the tools you need to maximize your potential and grow within Wagner.

Benefits include:

• Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year + 8 company paid holidays
• Medical, dental, and vision insurance 
• Life and AD&D Insurance
• Retirement Plans -  401K and Roth 401K , eligible employees can receive a company contribution up to 7%
• Tuition Reimbursement 
• Employee Assistance Program (EAP)
• CEFCU- Citizens Equity First Credit Union - Employees have access to services include payroll deductions savings, accounts, loans, VISA card, and more.
• Additional Benefits include: Unum Supplemental life Insurance, Aflac Critical Illness + Accidental Insurance, ID WatchDog and discounted employee phone plans.

The Field Service Technician Dispatcher is responsible for job control, changes, and scheduling for field-related repairs as required by customers and providing daily direction to technicians in determining, assigning and coordinating their work in a manner that reflects the company’s vision of working as “One Professional Team.”

Pay Rate: $64,641.37 - $88,884.66 Annually
Pay is dependent on education and experience.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Maintains written record of communication to insure the customers are aware of scope of work to be performed
• Preorders parts and tooling as necessary
• Reviews problem work orders
• Invoicing & Closing work orders
• Initiates work order opening and assigns estimates value
• Updates work orders as the scope of the job changes
• Follows up with technicians on status of the assigned work order
• Provides communication to customer on schedules, warranty, etc.
• Provides communication to other cost centers for the purpose of scheduling component repairs and machine scheduling
• Communicates the new estimate to the customer via fax or e mail when the scope of work changes
• Prior to rework being completed, communicates with service manager the nature of the rework required
• Handles all incoming customer calls and inquiries pertaining to field service work
• Provides input to the Field Service Manager for truck and tool purchases
• Assists in identification and development of new market opportunities as they relate to Wagner Equipment Co.
• Serves as secondary contact for resident field servicemen
• Serves as initial contact for customers requiring field service repairs
• Adds segments to jobs as scope of job changes and changes job estimates at that time
• Establishes internal priority system for field manager to pick up workflow
• Communicates to the service clerk, information on problem jobs for resolution prior to invoicing (via the computer system or phone mail as a flagging system)
• Other duties as assigned by manager

Required Education and Experience:

• High School Diploma or GED
• 3-5 years in a position requiring strong communication skills
• 3-5 years administrative/clerical experience
• 3-5 years customer service experience
• Some industry knowledge preferred

Supervisory Responsibilities:

• Assigns work orders to technicians as appropriate
• Provides input to the field service manager on employee performance and provides recommendations on employee appraisal and training needs
• Reports to the field manager any rework or non-productive activity on the part of technicians that occurs in the field operation

Physical Demands & Competencies:

• Standing, walking, talking, sitting, use of hands & hearing
• Data Entry, telephone, reading/writing, reasoning, organizational, communication & math skills
• Safety & Product Knowledge
• Sedentary work that primarily involves sitting/standing but may require occasionally lifting and/or moving up to 25 pounds
• Basic knowledge of Microsoft Word, Excel, and Outlook
• Intermediate knowledge of DBS

Work Environment:

• Noise: Quiet
• Ability to work in a fast-paced environment
• Indoors

Other Duties:

Job Offers are contingent upon all required pre-employment screenings which may include but are not limited to background checks, drug/alcohol testing, fit for duty testing, and any other job-related tests/screenings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. 

Wagner Equipment Co. is an EEO/AA/Veterans/Disabled employer