Major Account Service Dispatcher – EPG

Job Posted: October 26th, 2021

Location: St. Augustine, Florida, US

Main Duties & Responsibilities

Primary Job Role
Ensures that all team members conduct all assigned work in a safe manner, adhering to all applicable safety, environmental and contamination control policies, procedures and regulations. Wears and enforces wearing proper personal protective equipment.

 

Uses various Dealer Business System Software to manage all shop and field operations and all shop and field work orders associated with major customer accounts to ensure smooth work flow and customer satisfaction.

 

Receives calls, logs information, coordinates and schedules all planned maintenance and service requests. Follows company guidelines to assure prompt and accurate customer communication and dispatch of technicians.

 

Ensures the appearance, maintenance and the condition of equipment, tooling, trucks, etc. is kept at the highest level per company guidelines.

 

Handles service calls from customers with professionalism and sense of urgency.

 

Ensures daily/weekly/monthly vehicle and tooling condition reports are completed and accurate. Maintains, tracks, and records truck, tools and safety item inventories.

 

Keeps abreast of Service Technician performance, communication and follow through and assures timely documentation of work.

 

Ensures all employees know their job assignments by starting time. Stays up-to-date on work status and makes necessary adjustments to achieve the goal of the best possible customer service in the most efficient time.

 

Performs other duties as assigned.

 

Essential Job Competencies
Safety: fully supports, encourages and follows safe work behavior, and considers safety of paramount importance in the workplace.

 

Job Specific Skills: Demonstrates the required depth and mastery of knowledge and skill associated with the job as identified in the Learning Management System (LMS) and other applicable sources. Demonstrates the effective application of the job specific knowledge, skills and ability required to resolve job related challenges in the workplace. Refer to job specific training requirements for the job identified in the LMS.

 

Fostering Teamwork: Listens and responds constructively to other team members' ideas. Offers support for others' ideas and proposals. Is open with other team members about his/her concerns. Works for solutions that all team members can support.

 

Communication: Uses active listening skills, conveying information with the appropriate medium that is clear and easily understood. Uses feedback to verify effective and accurate communication has occurred. Ensures that others having a need to know are kept informed about developments, progress, problems and plans through consistent, effective communication. Avoids surprises.

 

Negotiating: Seeks to understand others' interests. Knows when to be gentle and when to be assertive, and acts accordingly. Questions and counters others' proposals without damaging relationships. Explains positions to gain acceptance. Works from facts and a strong knowledge base. Seeks common interests and win/win solutions or mutually agreeable trade-offs.

 

Customer Oriented: Demonstrates concern for satisfying external and/or internal customers. Responsive, quickly and effectively addresses customer concerns or problems. Assures customers he/she is willing to work with them to meet their needs. Presents a cheerful, positive manner with customers.

 

Resource Management: Manages resources through effective schedules and budgets for people, projects, equipment, and supplies. Plans so that the right resources are assigned to the right tasks. Assigns and manages assets in a manner that supports an organization's strategic goals. Effectively and efficiently allocates all human, financial, and material resources to meet business objectives.

 

Confidence and Drive: Confident in one's own ideas and capability to be successful; willingness to take an independent position in the face of opposition. Approaches challenging tasks with a "can-do" attitude. Driven to see projects and tasks through to successful completion, is not swayed by resistance and focuses on achievement of the initiative.

 

Self-Aware: Conscious of one's own feelings, character and personality and the implications for how your behavior impacts others. Understands personal goals, strengths, weaknesses and motivating forces in one's life. Has an awareness of one's most important personal beliefs and values. Accepts personal weaknesses and works to improve these areas.

 

Stress Management: Keeps functioning effectively when under pressure and maintains self-control in the face of hostility or provocation. Remains calm under stress. Can effectively handle several problems or tasks at once. Controls response when criticized, or provoked.

Company Overview

In 1962, Ring Power Corporation became a full-line Caterpillar dealer in North Florida, and later expanded its authorized territory to include Central Florida.

 

Today, Ring Power Corporate headquarters in St. Augustine oversees the operations of 18 branch locations throughout the state of Florida, including large regional facilities in Tampa and Orlando and crane and forklift sales and service facilities in Pompano and Miami. Ring Power also has eight facilities outside of Florida - Rhode Island, New Jersey, the Carolinas, Georgia, Texas and California - to serve the needs of other specialized industries and customers.

 

Ring Power Corporation has become one of the largest Caterpillar dealers in the Southeastern United States through dedication to the mission of customer service. In order to preserve the "Customers First" reputation that Ring Power was built on, we continually train our employees and work closely with our customers to assure complete satisfaction, especially after the sale.

 

Currently, more than 2,000 employees at 26 locations throughout Florida and the United States work hard to provide the highest quality construction equipment, backed by responsive, professional service and support at every level.

Qualifications

Education and Experience
Formal Education High School diploma or GED

 

Experience 5-6 years

 

Required / Credentials
Able to easily and effectively comprehend written material and communicate orally and in writing with employees and customers.

 

Not Required but Highly Desired Criteria

Prior experience in service management.

 

Successfully completed relevant leadership courses.

 

Proficient in the use of a computer, Microsoft Office products and relevant Dealer software programs.

 

Updating of Knowledge
Job requirements change requiring re-training to stay current every 1-2 years.

 

Responsibility for Change, Innovation, Overall Improvement, and/or Effectiveness
Problem Solving Job requires complex problem solving ability with little guidance. Independent research and analysis are sometimes required to develop solutions.

 

Creativity Job requires some creativity to generate solutions or improve effectiveness within well-established boundaries.

 

Autonomy Job is not normally monitored, but overall objectives are clearly defined. Use of discretion in how the work is done, setting priorities and decision making is encouraged. More emphasis is placed on achieving the desired outcome, not on controlling the process.

 

Working Environment
Stress Load Constant exposure to these stresses (more than 80% of the time).

 

Workload Fluctuation Job frequently involves changes in priorities, complexity and/or quantity of work.

 

Work Schedule Work is scheduled during regular business hours with frequent requirements to work nights, holidays and weekends.

 

Organizational Impact
A person's performance in this job has significant immediate impact on expense, efficiencies or achievement of overall department and company objectives.

 

Supervisory Responsibility
Job involves a first level leader, responsible for team members only - no subordinate Supervisors / Managers)


Physical Demands
·         "NA": Not Applicable

·         "O": Occasionally - (up to 3 hours/day)

·         "F": Frequently - (3-6 hours/day)

·         "C": Constantly - (6-8 hours/day)

O: Climbing
O: Balancing
O: Stooping
O: Kneeling
O: Crouching
O: Crawling
O: Reaching
F: Standing
C: Sitting
F: Walking
O: Feeling
O: Fingering
O: Grasping
C: Repetitive Motion
C: Talking
C: Hearing
 
 
O: Pushing - Up to 25 lbs.
O: Pulling - Up to 25 lbs.
O: Lifting - Up to 25 lbs.
O: Pushing - 26-50 lbs
O: Pulling - 26-50 lbs.
O: Lifting - 26-50 lbs.
O: Pushing - Over 50 lbs.
O: Pulling - Over 50 lbs.
O: Lifting - Over 50 lbs.

 

Environmental Conditions
·         "NA": Not Applicable

·         "O": Occasionally - (up to 3 hours/day)

·         "F": Frequently - (3-6 hours/day)

·         "C": Constantly - (6-8 hours/day)

C: Inside conditions: Protection from weather but not necessarily from temperature change.
O: Outside environmental conditions: No effective protection from weather.
N/A: Extreme cold: Temperatures below 32 degrees for periods of more than one hour.
N/A: Extreme heat: Temperatures above 100 degrees for periods of more than one hour.
N/A: Noise: sufficient noise to cause the worker to shout to be heard above the ambient noise level
N/A: Vibration: Exposure to oscillating movements of the extremities of whole body.
N/A: Hazards: Includes a variety of physical conditions (i.e. proximity to moving mechanical parts, electrical current, working in high places, exposure to heat and/or chemicals.
N/A: Atmospheric conditions: One or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, dust, mists, gases or poor ventilation.
N/A: Oils: There is air and/or skin exposure to oils and other cutting fluids.
N/A: Air particulates / contaminants: the worker is required to wear respirator.

 

RING POWER CORPORATION, INC. IS AN EQUAL OPPORTUNITY EMPLOYER

 

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