Carolina CAT - Dispatcher

This position will be in charge of proactive planning and execution of Customer Value Agreement (CVA) services in accordance with the CVA contracts.
Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assist in the daily management and control of branch-level costs and expenses for CVA contracts
• Collect machine usage (hours) within EMT in a timely manner through Vision Link and customer contact
• Assist in the opening and closing of contract work orders in an accurate and timely manner and utilize the repair options structure/standard jobs as a format
• Ensure consistency between how the budget is summarized and how costs are captured in work orders
• Work with dealership Standard Jobs Coordinator to use dealership BUILDER database files for pricing
• Assist in the development and maintenance of procedures for pricing CVA contracts
• Validate repair option standards throughout the dealership
• Promote Repair Before Failure culture change
• Proactively communicate with customers regarding problem diagnosis, service scheduling and status of service interventions
• Proactively schedule Preventative Maintenance and repair services
• Direct and schedule Service Technicians to fulfill contract service interventions in accordance to the Repair Before Failure Approach
• Self-motivated with the ability to maintain daily routines and adapt to changing conditions
• Ability to communicate with customers and technicians both verbally and written
• Utilize Technician feedback to plan subsequent services
• Conduct analysis of CVA services to uncover the root causes of deviations from repair standards
• Employ reports and analysis skills to identify the root cause of a CVA’s poor performance
• Make decisions and recommendations based on situation and service experience

• Education and/or Experience*

• High school degree, Associate’s degree from two-year college or university preferred
• Two to three years of experience in service and/or parts is mandatory.
• Computer Skills: Microsoft Office (Word, Excel, Outlook and PowerPoint), Experienced user of the dealer’s business systems (Contract Tracking, Work Order, or Parts Ordering) with ability to learn new platforms such as EMT and Service Scheduler

Job Location: *
Greensboro, NC
*

Job Type: Full-time