Proactive Dispatch Specialist

This role sits at the centre of Crown’s proactive service model.

You will review real-time equipment alerts, assess probable causes using system data, and coordinate appropriate service responses. Unlike a traditional dispatch role, you will apply technical knowledge to validate issues, reduce unnecessary callouts, and support technicians with better initial diagnostics.

You will also play a key role in maintaining system accuracy and improving data quality to ensure reliable performance of the Proactive Dispatch platform.

Responsibilities & Duties

• Troubleshoot alarms to determine the best course of action.
• Communicate with branches, engineering, and customers to resolve alarms via e-mail, phone call or branch involvement.
• Liaise with Service to dispatch technicians to address alarms and repair equipment as required.
• Occasional site visits may be required to complete in-depth troubleshooting
• Complete system reporting.
• Review and monitor truck exception errors, diagnose and repair.
• Complete daily, weekly, monthly and ad-hoc scheduled data steward tasks, including exception report review and correction, data clean-up tasks, and no-communication alerts.

Skills & Experience

Background as a technician (mechanical, electrical, or similar) OR strong technical ability

• Ability to interpret fault codes, system data, and equipment behaviour
• Strong problem-solving and diagnostic thinking
• Ability to prioritise and make decisions in a fast-paced environment
• Clear communicator who can translate technical issues into actionable steps
• A collaborative mindset with the ability to work effectively with cross‑functional teams worldwide

What sets us apart?

Crown’s history began when two brothers founded the Company in New Bremen, Ohio (USA) in 1945. Today, the fourth generation of the very same family continues to lead Crown in all of its operations across the globe. Being a family-owned and run business is evidenced by more than 200 employees reaching service milestones in our 20, 25, 30, 35, 40, 45 and 50 year categories in Australia alone, with more than 2,000 employees reaching a 25 year service milestone globally. 

As a Company we want to continue to support our employees to be the best versions of themselves and that’s why, as a Crown employee you get to enjoy:

• A benefits program which gives you access to discounts and cashback from over 400+ retailers nation wide.
• Access to a health and wellbeing platform which supports your Mental, Physical and Financial goals.
• Corporate Rates for Private Health Insurance.
• An inclusive working environment.
• An Employee Assistance Program for confidential counselling with chat, phone and face to face counselling options.

The Company

Crown Equipment is a well-respected global Materials Handling Equipment company which has enjoyed 50 years of success in the Australian market. The Company has operations in all Australian States and territories as well as many regional locations. The Company Brand is well known and respected in the marketplace and is supported by a customer value proposition based on highly skilled staff, quality products, strong service and parts back-up and leading-edge technology.