Dispatch Support Associate - Santa Fe Springs, CA

Raymond West is currently looking for a Dispatch Support Associate to support our winning team! The Dispatch Support Associate creates field service work orders and supports field service technicians and dispatchers emphasizing customer service and accuracy.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receive and complete incoming work order requests and inquiries.
• Ability to open all work order types, add labor and segments to work orders.
• Transfer work orders from technician to technician as requested.
• Communicate with technicians and dispatchers in regards to work order issues.
• Communicate with credit associates in regards to account issues, requesting credit authorizations and other relevant account information.
• Communicate labor issues with dispatchers, dispatch team leads, service managers and technicians.
• Familiar with all Raymond dealers and National Account Customers.
• Ability to cross-train for all other service positions within Dispatch.
• Back-Up Dispatcher including but not limited to:
• Schedule and open work orders for technicians.
• Dispatch technicians to job site.
• Communicate with technicians and customers in regards to service issues.
• Assist in determining types of repairs needed while gathering information from customer.
• Prioritize the service calls based on customer urgency and technician availability.
• Ability to communicate with customers real time dispatch updates including technician arrival times and changes.
• Monitor outstanding or unassigned service requests and maintain to acceptable levels.
• Monitor and maintain National Account iTrack/IVR/iWarehouse updates and aging service requests.
• Monitor and update National Account urgent service requests and response time.
• Update National Account web-based application (Service Channel, FM Pilot, etc.)
• Communicate with Supervisor to improve processes.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to fulfill essential job function in a consistent state of alertness and safe manner.
• Basic knowledge of all types of equipment Raymond Handling Solutions, Inc. services.
• Ability to handle various tasks simultaneously.
• Dispatching knowledge and skills.
• Basic computer skills (IBM compatible, Word, Excel, etc.).
• Must be punctual.
• Able to handle himself/herself professionally at all times.
• Willing to follow mandates and procedures of the Field Service Department.
• Self starter.
• Willing to work overtime when necessary.
• Maintain a sound working relationship with all administrative staff, technicians and fellow workers.
• Exhibit good communication skills.
• Able to organize efficiently.
• Able to organize personnel efficiently.
• Must maintain a clean, neat, professional appearance.
• Able to work in conjunction with other departments as needed.
• Able to communicate with all levels of employees and customers both verbally and in writing.
• Willing and able to learn quickly and perform accurately and neatly with a degree of flexibility.
• Motivated to continuous self development and training.
• Willing to assume more responsibility as required.
• Willing to comply with the employee handbook.

EDUCATION and/or EXPERIENCE
High school diploma or equivalent; or six months to one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively. Bilingual English/Spanish preferred.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, walk or hear. The employee frequently is required to stand; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb, balance, stoop, or kneel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

WORKING HOURS
Weekdays (Monday through Friday) 7:00 am to 4:00 pm (or variable as required).

RW provides competitive, medical, dental, vision, 401k with company match, flexible spending accounts, disability insurance, life insurance, personal time off, holiday pay and a great team to work with!

Check us out at www.raymondwest.com. Raymond West has a great group of loyal and hardworking employees who help us maintain our exemplary level of sales and service.

Apply on-line via the submit resume button provided. We are an equal opportunity employer and encourage all qualified persons to apply. We encourage qualified military veterans and persons with disabilities to submit their resume on line. We are a drug free company.

This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.