Contract Services Dispatch Manager
Job Posting for Contract Services Dispatch Manager at Reefer Systems, Inc.
WE BLEED BLUE
At MCT Companies, we like to say we bleed blue. Blue is a dedication and commitment to our co-workers, customers, and our core values. Our core values define who we are. They are the underlying framework for our decisions, interactions, and relationships.
We strive for camaraderie because we are team players, a can-do attitude because we are problem solvers and doers, doing right by our word because we believe in honesty, excellence because we believe that expertise and quality is the key to success, and most importantly, fun because we cherish the life-long friendships and bonds made at MCT! We are looking for motivated individuals to join our growing family business!
Supervises, trains and develops team to deliver exceptional customer support. Accountable for monitoring and measuring team member’s individual and overall department performance. Coordinates coverage of Service Dispatchers to ensure 24/7 operations availability to serve our customers. Excels at providing excellent customer service and being a role model to all customers and technicians to ensure follow up as appropriate. Manages Repair Orders variables and components including warranty, parts, service times, mileage and billing processes to account for resources accurately. Expertise is required to review and analyse Repair Order expenditures. Provides effective supervision and creates a positive, high performance shift environment. Manages team’s productivity through initial/residual training, goal setting, and effective management to meet all call center expectations set by the Director of Contract Services. Enhances organizations reputation by accepting ownership for accomplishing work that meets and exceeds customer expectations. Promotes a safety culture for self and others. |
Job Purpose |
- Trains, coaches and monitors a team of service dispatch team to ensure we are meeting and exceeding customer expectations.
- Participates in the recruitment and hiring process when needed.
- Provides constructive feedback on team members’ performance; documents appropriately.
- Identifies appropriate vendors that dispatchers will then communicate a plan of action to handle equipment breakdowns across the country to resolve customer issues.
- Answers calls and responds appropriately to specified equipment failures assisting team as needed.
- Manages Repair Orders to ensure proper billing processes including warranty, parts and service time.
- Advises customer on repair issues to ensure effective problem solving and timely resolution.
- Educates team and customers on unit operations and responds to field questions using analytics and reporting.
- Familiar with customer Service Contracts and coordinates preventative maintenance schedules.
Tasks |
- Hires, reviews, disciplines and terminates service dispatch team members to complete objectives aligned with director of contract service.
- Coordinates team to cover 24 hour, seven day operations.
- Utilizes critical thinking skills, problems solving abilities, and exercises good judgment when completing tasks in an efficient, correct, and productive manner.
- Demonstrates technical knowledge of customer equipment to prioritize issues and to ensure work is completed in a timely manner able to extend this knowledge throughout the team.
- Coordinates resources to meet deadlines in a fast paced environment.
- Knowledge of geography to identify closest dealerships, vendors and relationships with these to ensure the most efficient, and cost effective resolution.
Work Activities |
- Communicating with Supervisors, Peers, or Subordinates
- Making Decisions and Solving Problems
- Processing Information
- Analyzing Data or Information
- Documenting/Recording Information
- Coaching and Developing Others
- Coordinate operational activities.
- Develop organizational policies or programs.
- Examine documents to verify adherence to requirements.
- Explain regulations, policies, or procedures.
- Provide information to co-workers.
- Respond to customer problems or complaints.
- Supervise clerical or administrative personnel.
- Train personnel
Physical Demands - The employee will occasionally Stand; Walk; the employee will frequently Sit; Use hands to finger, handle, or feel; Talk or hear;
The employee will occasionally lift Up to 20 pounds
Specific vision abilities required by this job include Close vision
Conducting tests and inspections of products, services, or processes to evaluate quality or performance.Work Qualifications
3 to 5 years Dispatch experience in transportation or refrigeration industry preferred but not required.
Degree preferred but not required.Skills
System Skills
- Complex Problem Solving &Troubleshooting
Determining causes of operating errors and deciding what to do about it.
- Judgment and Decision Making
Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Systems Evaluation
Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
- Systems Analysis
Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
Resource Management Skills
- Management of Personnel Resources
Motivating, developing, and directing people as they work, identifying the best people for the job. Annual Reviews and ADP Total Source for timekeeping.
- Time Management
Managing one's own time and the time of others.
- Management of Financial Resources
Determining how money will be spent to get the work done, and accounting for these expenditures.
Computer Skills
- Databases
Using a computer application to manage large amounts of information, including creating and editing simple databases, inputting data, retrieving specific records, and creating reports to communicate the information.
- Graphics
Working with pictures in graphics programs or other applications, including creating simple graphics, manipulating the appearance, and inserting graphics into other programs.
- Internet
Using a computer application to create, manipulate, edit, and show virtual slide presentations.
- Spreadsheets
Using a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.
Benefits:
- Medical, Dental and Vision
- HSA and FSA plans
- Company Paid Life Insurance, LTD and STD
- Paid Time Off (120 hours the first year)
- Holiday Pay
- 401(k) with employer match
- Fun and Rewarding Work Environment
- Disclaimer: The requirements and physical demands listed in this job description are representative of the knowledge, skills, and or ability required. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions. MCT Companies complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact Human Resources.
- The statements contained in this document are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills of personnel so classified. The company reserves the right to modify this job description and or assign tasks for the employee to perform as the Company may deem appropriate.
This job description does not represent a contract of employment, implied or otherwise. The employment relationship remains “At-Will”.
MCT is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, disability, marital status, veteran status, or any other occupationally irrelevant criteria.
MCT is an EEO/AAP Employer
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Job openings at Reefer Systems, Inc.
Fresno, CA
Full Time
Omaha, NE
Part Time
Omaha, NE
Part Time
Columbia, SC
Full Time
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