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Bilingual Service Dispatch Coordinator (French and English)

G.N. JOHNSTON EQUIPMENT

This is a Contract position in Peel region, ON posted September 8, 2017.

Job Description

What does a Service Dispatch Coordinator do and how do they impact our customers and our business?

As a Service Dispatch Coordinator you are responsible for ensuring the smooth dispatching for our field technicians to service our customer’s equipment. It could be a regular scheduled visit to keep their equipment in optimum condition or a breakdown situation that could potential impede their business productivity thus their profits. Your responsiveness and customer care attitude take actions to ensure the field technician is routed efficiently and your customers’ needs are being met in priority. If you are highly detailed and like things done accurate and right you would do well being the gatekeeper of the integrity of the business systems JD Edwards. Your integrity ensures the work orders move through the process and customers are billed accurately.

If you like to find ways to improve processes that make tasks and interactions easier and can identify road blocks in achieving customer satisfaction, then you can make a difference. You will learn about our great country’s geography providing a national service. You will build relationships and be relied upon by the field technicians and the external customers. You will interact with other departments with respect to new equipment and rental deliveries. The quality of your work directly influences customer satisfaction, loyalty and departmental profits.

Johnston Equipment is a dynamic team working together for a common goal: client satisfaction. At GNJ every client and employee is valued and important. Our company stands behind 60 years of business excellence. We offer our employees:

  • Competitive compensation
  • Work/Life balance
  • The chance to expand your professional and personal skills

Here at Johnston we believe that attitude is everything, bring your “make a difference” personality and strong work ethic and be ready to succeed!

You make the difference: as a service dispatcher you are a key player in the strategic planning of scheduled maintenance and breakdown repairs for GNJ clients. Your speed, accuracy, and tactical planning allow technicians to perform their job with maximum efficiency allowing our customers’ production to continue uninhibited.

Shift: Monday to Friday 8 am to 5 pm

Johnston Equipment is working together for continuous improvement, sustainable outcomes and outstanding customer care. Live the values. Reap the rewards.

Job Summary: The Service Dispatch Coordinator is responsible for the timely coordination and dispatch of road service technicians’ to customers’ location while monitoring the integrity of the system information. They work within a territory zone collaborating with internal and external customers to ensure GNJ work orders move through the internal process in an efficient manner, including updating JDE until completion (billing). They identify road-blocks and solve or escalate situations that will impact the completion of work orders, billing and ultimately the satisfaction of GNJ’s service to the customer’s equipment. Impact of Action: The quality of his/her work directly influences customer satisfaction, loyalty and departmental profits.

Technician Dispatching

  • Take incoming customer calls
  • Schedule and coordinate all service calls as calls are received
  • Schedule and dispatch technicians in a timely and efficient manner
  • Forecast/dispatch workload for 5 days out
  • Distribute/dispatch all WO’s from the SM lists prior to due date
  • Void old SM’s or reschedule as required
  • Assign work orders and update information in JDE
  • Support technicians with planning based upon work load, geography and available technicians
  • Schedule technicians for weekend OT, installs, lay-downs and stand-ups
  • Uphold standards of performance
  • Interact with other departments with respect to new equipment and rental deliveries

Administrative Duties 30%

  • Take incoming technician calls
  • Post WO’s as required
  • Provide directions, address clarification and basic assistance as needed
  • Review and assist with status report (36, 45, 60)
  • Provide sublet PO #’s to technicians as required
  • Provide vacation coverage for duties of other Call Center Agent
  • Provide feedback to Management on technician’s performance evaluations
  • Arrange and prepare BOL for shipping of weights
  • Request changes to customer equipment list i.e. moved, scrapped

Activity C Technician Administration 5%

  • Posting technician lost time

Activity D Customer Service 30%

  • Highly organized, with great attention to detail and follow-through
  • Have strong verbal and written communication skills
  • Demonstrate a professional and positive attitude
  • Demonstrate excellent time management and organizational skills
  • Ability to multitask, be a team player
  • Must be able to work flexible hours (Currently within the hours of 8:00 AM – 8:00 PM)

Activity E Specialty Jobs 5%

  • Train new employees
  • Administer service request, servpost and open W/O email

Company DescriptionJohnston Equipment Leads the Way
At Johnston Equipment we are solutions-driven, customer-focused provider of material handling and storage solutions. When you are on the job for us, you take pride in knowing that your actions boost our customers’ productivity.

We are Canada’s largest and most accomplished materials handling solutions experts and the largest forklift dealership in the world. In 2014 we are celebrating 60 years in our industry. As the only national dealer in Canada, we have an unparalleled breadth and depth of industry expertise and deliver a comprehensive range of high quality material handling products and services to an extensive customer base.

A part of Toyota Material Handling North America, the products and services that we sell under the Johnston Equipment brand are renowned for high standards of quality and safety that allow us to deliver the creative, trusted solutions that our customers expect.