Product Performance Contract Dispatcher

JOB SUMMARY: The Product Performance Dispatcher serves as a member of the Client Contract team and under the direction of the Client Contract Supervisor to provide the best experience to those customers under the Client Valuation Agreement (CVA). Responsibilities include scheduling and assisting in managing the service calls involved in the CVA and product improvement portions of the service business. This will require advanced client communication and coordination responsibilities and dispatching technicians throughout assigned territory, determined by scheduled preventative maintenance (PM) events or service letters as required.
SUCCESS AT WESTERN STATES: Western State's culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a "play to win" organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.
ESSENTIAL FUNCTIONS:
Safety

• Actively cares, promotes, manages, and advocates safety at Western States. As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Maintains clean/clutter free personal work areas to ensure safe environments for all WSECO employees.
• Adhering to required personal protective equipment (PPE) as identified in safety policy.

Essential Functions

• Assists in scheduling Lube and Product Improvement technicians for services and service letters, this includes calling the client and verifying essential information of the repair and established time lines.
• Helps keep schedule up to date for all techs and Client contract employees to ensure all parties are kept in the loop.
• Schedules trucks for routine maintenance.
• Provides feedback to Client Contract Supervisor to aid with technician evaluations.
• Provides administrative support as assigned by Client Contract Supervisor.
• Performs multiple functions in the timely process of service calls from opening, adding segments, resolving discrepancies, and closing.
• Generates daily service call reports to help assist in work order last date of labor management.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adhere to all applicable safety policies, procedures and standards.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

SKILLS, KNOWLEDGE, AND ABILITIES:

• Basic knowledge of Caterpillar equipment
• Proven skills in written and verbal communications, planning, organizing, and interpersonal relationship building.
• Experience using computers, including Microsoft Office applications.
• Ability to organize and multi-task.
• Ability to set and manage priorities.
• Ability to develop and maintain effective working relationships with others.
• Ability to work overtime without notice.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Minimum of two years comparable office experience required.
• Minimum of one-year heavy equipment industry experience required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Ability to lift up to 30 lbs. in accordance with Western States' Lifting Policy to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)