Dispatcher

Job Description:

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.

SUMMARY

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must satisfactorily perform each assigned essential duty. Other responsibilities or special projects not specifically listed below may also be assigned.

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.

QUALIFICATIONS

• The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Education and Work Experience
• High school diploma or GED
• 1-2 years of dispatching experience
• Desired Education/Experience
• Vocational Training/Associate Degree is preferred.
• COMPETENCIES
• To perform the job successfully, an individual should demonstrate the following competencies:
• Quality
• Demonstrates accuracy and thoroughness.
• Looks for ways to improve and promote quality.
• Applies feedback to improve performance.
• Monitors own work to ensure quality.
• Quantity
• Meets productivity standards as set by Customer Facing Metrics (CFMs).
• Completes work in timely manner.
• Strives to increase productivity.
• Attendance/Punctuality
• Is consistently at work and on time.
• Ensures work responsibilities are covered when absent.
• Arrives at meetings and appointments on time.
• Dependability
• Follows instructions, responds to management direction.
• ·       Takes responsibility for own actions.
• Teamwork
• Balances team and individual responsibilities.
• Exhibits objectivity and openness to others' views.
• Gives and welcomes feedback.
• Contributes to building a positive team spirit.
• Puts success of team above own interests.
• Able to build morale and group commitments to goals and objectives.
• 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.
• PHYSICAL DEMANDS & WORK ENVIRONMENT
• The physical demands and 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.
• Physical Demands
• While performing the duties of this job, the employee is: Regularly required to sit
• Operates standard office equipment
• Working Conditions
• Office environment
• Noise level in the work environment is usually moderate
• Hours of Work
• Normal business hours with extended hours as needed