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About the Role
This role is responsible for coordinating dispatch operations to ensure timely and efficient service delivery to customers. The position requires frequent interaction with internal staff and continuous communication with customers and external partners, using strong professionalism, courtesy, and tact to maintain positive relationships. The individual may also handle sensitive or confidential information and must exercise discretion. Overall, the role supports operational efficiency while upholding high standards of customer service.
Responsibilities
- Respond to incoming service requests and accurately log all customer calls into the system.
- Coordinate and schedule service calls, assign priorities, and dispatch technicians as needed.
- Monitor and follow up on parts orders to ensure timely completion of service and customer satisfaction.
- Maintain and update inspection lists and equipment records.
- Manage equipment files and communicate with customers regarding estimates, new equipment, and service completion.
- Support operational needs by assisting with consignment tracking, customer inquiries, shipping/receiving, and call handling.
- Provide training and cross-training to employees as requested.
- Follow up on completed service calls to confirm customer satisfaction and identify opportunities for service agreements.
- Process and distribute customer invoices.
- Manage third-party billing activities.
- Schedule preventative maintenance (PM) services.
- Prepare and provide repair quotes to customers.
Requirements
- High school diploma or GED
- 1-2 years of dispatching experience
- Demonstrates accuracy and thoroughness.
- Looks for ways to improve and promote quality.
- Applies feedback to improve performance.
- Monitors own work to ensure quality.
- Meets productivity standards as set by Customer Facing Metrics (CFMs).
- Completes work in timely manner.
- Strives to increase productivity.
- Is consistently at work and on time.
- Ensures work responsibilities are covered when absent.
- Arrives at meetings and appointments on time.
- Follows instructions, responds to management direction.
- Takes responsibility for own actions.
- Balances team and individual responsibilities.
- Exhibits objectivity and openness to others' views.
- Gives and welcomes feedback.
- Contributes to building a positive team spirit.
- Supports everyone's efforts to succeed.
- Recognizes accomplishments of other team members.
- Keeps commitments.
- Commits to extended hours of work when necessary to reach goals.
- Completes tasks on time.
- Regularly required to sit
- Operates standard office equipment
Location
- Troy, Ohio
Work Type
- Office environment
- Normal business hours with extended hours as needed
Experience Level
- 1-2 years of dispatching experience
Education Level
- High school diploma or GED
- Vocational Training/Associate Degree is preferred.
Salary/Compensations
- 29.30 - 39.70 USD Hourly
About the Company
- ITW Food Equipment Group LLC designs and manufactures commercial food equipment for food service and retail customers through its subsidiaries. The company’s products include ware washing equipment; cooking equipment, including ovens, ranges, and broilers; refrigeration equipment, including refrigerators, freezers, and prep tables; food processing equipment, including slicers, mixers, and scales; and kitchen exhaust, ventilation, and pollution control systems. ITW FEG has the largest service network in this industry to support our global customers, with highly specialized technicians and best-in-class supply chain procedures. The company was incorporated in 2001 and is based in Troy, Ohio. ITW Food Equipment Group LLC is an Illinois Tool Works Inc. subsidiary.
Equal Opportunity
- ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
- As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
- All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.