Field Service Dispatch Supervisor

Job Description

Job Description

Description:

JESCO is a premier dealer of heavy construction equipment and technology in the Northeast and Mid-Atlantic regions. We proudly represent John Deere, Wirtgen, Kleeman, Vögele, Hamm, Ditch Witch, Magni, Topcon, and many more products for purchase, rental, parts, and service. Family-owned and operated for more than 50 years, we are hiring to grow our award-winning company!

Why JESCO:

Two things that haven’t changed are our commitment to the customers and communities we serve. Let us show you what makes us the “Down to Earth Equipment People”. We offer comprehensive benefits packages, career development paths, state of the art tools and equipment as well as a great working environment. Start your career as a valued member of the JESCO team.

The Field Service Supervisor is responsible for provide leadership in motivating, managing, and evaluating Field Service Technicians while efficiently coordinating, scheduling, and managing Field Service Technician’s time and work order process. The Field Service Supervisor provides customer service by communicating with our customers in regard to quotes, job status, and scheduling and coordinate activities with other departments to best serve the needs of the customer and employees.

Key Responsibilities

• Coordinate with Product Support Manager the daily field service work within service department in terms. of manpower and equipment.
• Control and direct activity for the field service department to ensure all work performed is completed in an accurate and timely manner, equipment and tools are maintained, and the service vehicles are following determined safety requirements.
• Coordinate PIP improvements with PIP coordinator for applicable machines.
• Coordinate trouble-shooting diagnostics with technicians and manufacturer.
• Actively engage customers in additional services provided by dealership, always up-sell and continually increase satisfaction levels.
• Pro-actively communicate status of repair work with customers and/or internal department managers.
• Resolve customer/service problems in a prompt and efficient manner with a high sense of urgency. This includes on-site information, directions to work site, receiving equipment to be repaired, proper and complete diagnosis, repair estimate and authorization process, payment status, and follow up.
• Coordinate with parts department for all road parts requirements, including pre-pulling and ordering parts
• Efficiently process all field service work orders from order status to invoice status and maintain efficient control of technicians' hours.
• Submit all warranty documentation with respective manufacturers to warranty administrator. Monitor the warranty until final credit memo is issued

ESSENTIAL PERSONNEL: This position is deemed essential and may require the employee to report to work during a State of Emergency.

• Oral Communication
• Written Communication
• Technical Communication
• Reading
• Computer Literacy
• Customer Relations
• Diplomacy
• Professionalism
• Math Aptitude
• Organization
• Planning
• Time Management

Requirements

• Associate’s Degree or Equivalent preferred but not required.
• Valid Driver’s License – Must meet underwriting requirements.

Experience

• Prior service management and/or customer service experience helpful.

Benefits

• Medical, Dental & Vision Insurance
• 401K Plan + Match
• Paid time off
• Short/Long Term Disability
• Growth opportunities
• American Funds/College America 529 Savings Plan (college savings plan)
• EAP (Employee Assistance Program) – includes three (3) free counseling sessions
• Paid Training
• Paid Holidays
• Discounts on products
• Above average industry pay

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.