Wagner Equipment Co.
  • CO-Wagner Rents Commerce City
  • Commerce City, CO, USA
  • Full Time
  • 1 Position Available

Wagner Equipment Co., the Caterpillar dealer for Colorado, New Mexico and far west Texas, is seeking applications for a Field Service Dispatcher in Commerce City, CO.

The Field Service Dispatcher provides leadership for Field Service Mechanics, managers Field Service calls, and ensures accurate records.  Comprehensive technical knowledge will be used to assist with problems in the field or in the shop.  This position plays a key role in ensuring high levels of customer service are provided in all areas related to technical service.

ESSENTIAL FUNCTIONS AND BASIC DUTIES 

Administrative:

  • Receives initial contact from customers requiring field service repairs
  • Creates written record of communication to ensure customers understand the scope of work to be performed
  • Pre-order parts and tooling when required
  • Opens work orders for customer repairs, provides estimates and obtain customer approval. "Over communicate" with customers during the repair process and seek additional approval on repairs that are over the estimate.  Review all work orders for accuracy prior to invoicing
  • Reports on product accidents/incidents to the company and manufacturer

Organizational:

  • Makes recommendations to the Product Support Manager for truck and tool purchases
  • Assists in identification and development of new market opportunities as they relate to Wagner Rents
  • Establishes an internal system for prioritizing Field Service calls
  • Establishes an on-call procedure and schedule 

Interpersonal:

  • Advises customers of COD account status and ensures collection of account upon completion of job
  • Serves as primary communication link between service and customers (arrival times, warranty status, etc.)
  • Communicates to other branches or vendors to schedule component repairs or other services

Technical:

  • 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
  • Trains a backup mechanic to handle this position's responsibilities during times of absence
  • Coordinates rental exchanges when repairs are not practical in the field
  • Provides technical expertise to Field Service and customers as needed
  • Coordinates with WTI to meet training needs of Field Service Mechanics
  • Coordinates and reports on all activities related to field follow projects. Provides failure and reusability analysis, parts salvage, and SIMS information 

Supervisory:

  • Performs day-to-day supervisory responsibilities
  • Drafts Performance Reviews and submits to Product Support Manager for approval

ESSENTIAL JOB REQUIREMENTS 

Minimum Education Required:  High School Diploma or GED and some college or trade school Automotive/Diesel Technical preferred

Minimum Experience Required:  

Administrative / Clerical Experience - Intermediate Level

Customer Service Experience - Intermediate Level

Technical or Mechanic Experience - Advanced Level

Required Skills and Competencies:

Data Entry                                                              

Organizational Skills              

Telephone Skills                                                     

Communication Skills            

Safety Knowledge                                                 

Math Skills                             

Reading / Writing Skills                                          

Product Knowledge               

Advanced Reasoning Skills

Computer Skills:

Microsoft Outlook - Basic Level

Microsoft Word - Basic Level

Microsoft Excel - Basic Level

DBS - Intermediate Level

Wynne - Basic Level

Other relevant information:

Other duties as assigned by Manager.

Wagner offers great benefits including medical/dental/vision insurance, 401K, tuition reimbursement and more.

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

Wagner Equipment Co.
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