Dock & Door Service Coordinator

SUMMARY

This position is responsible for the planning, organizing and dispatching of all Service Technicians and PM Technicians to their respective job responsibilities. Position requires great organizational skills as well as excellent communication skills for interaction with technicians, managers, and most importantly our valued customers.

JOB DESCRIPTION

Organize and manage the technician’s workload to ensure that we meet or exceed our customers’ expectations with respect to timely professional PM Service, Installations, Repairs and emergency service calls. Maintain an accurate dispatch log where we can measure response time, first time fix rates, and have better data to manage quotations in the future.  

SKILLS/RESPONSIBILITES

Identify all PM’s due each month and assign each PM Due to the respective PM Technician to minimize travel expenses and maximize technician efficiency.

Ensure that the PM’s are current to exceed a 95% completion rate at all times.

Assist the PM Technicians with the PM Scheduling if necessary to ensure the 95% minimum completion ratio

Ensure that ALL GOLD PM’s are done 100% on time. We are contractually obligated to do so and the customers have already paid us to provide the service.

Create and maintain a dispatch log in Excel to reside on a shared drive for others review. Columns to include: customer name and contact information, reason for call, date and time received, technician assigned and time technician arrived.

Review Work in Progress Report for the Dock and Door Division to ensure that all open work-orders have all parts and labor hours posted and closed in a timely basis.

Open and Close all Service, PM and Installation work-orders as soon as possible to minimize the time between us paying the technicians and parts vs. the time we get paid.

Prepare and track all service and installation repairs as outlined above.

Communicate all changes to the dispatch log to the respective CSS Rep or Salesman so that they are aware of Schedule changes.

WORK EXPERIENCE REQUIREMENTS

Service dispatch and administrative experience is a huge plus

EDUCATION/CERTIFICATION/LICENSE REQUIREMENTS

College is preferred. Must be Proficient in Microsoft Office Suite.

WORK CONDITIONS/PHYSICAL DEMANDS

This position is in an office setting where the noise level is generally quiet to sometimes moderate if working near the shop area. Employee is occasionally required to stand; walk; sit; and reach with hands and arms. Employee must have normal manual dexterity and be able to effectively manipulate keyboard and phone. Specific vision abilities required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position with Atlanta Fork Lifts, Inc. This is not an exhaustive list of all duties and responsibilities. Atlanta Fork Lifts, Inc. reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. 

Atlanta Fork Lifts, Inc. is an Equal Opportunity Employer and Drug Free Workplace