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Job: Carolina CAT - Dispatcher, Carolina CAT, Greensboro, NC

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General Information


Job title:
Carolina CAT - Dispatcher
Job location:
Greensboro, NC  27395 United States
Requisition code:
Date posted:
03/25/2020
Job type:
(see job description below)
Compensation:
Job Category:
Coordinator

Job Description


This position will be in charge of proactive planning and execution of Customer Support Agreement (CSA) services in accordance with the CSA contracts.

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

  • Assist in the daily management and control of branch-level costs and expenses for CSA contracts
  • Collect machine usage (hours) within EMT in a timely manner through Vision Link and customer contact
  • Assist in the opening and closing of contract work orders in an accurate and timely manner and utilize the repair options structure/standard jobs as a format
  • Ensure consistency between how the budget is summarized and how costs are captured in work orders
  • Work with dealership Standard Jobs Coordinator to use dealership BUILDER database files for pricing
  • Assist in the development and maintenance of procedures for pricing CSA contracts
  • Validate repair option standards throughout the dealership
  • Promote Repair Before Failure culture change
  • Proactively communicate with customers regarding problem diagnosis, service scheduling and status of service interventions
  • Proactively schedule Preventative Maintenance and repair services
  • Direct and schedule Service Technicians to fulfill contract service interventions in accordance to the Repair Before Failure Approach
  • Self-motivated with the ability to maintain daily routines and adapt to changing conditions
  • Ability to communicate with customers and technicians both verbally and written
  • Utilize Technician feedback to plan subsequent services
  • Conduct analysis of CSA services to uncover the root causes of deviations from repair standards
  • Employ reports and analysis skills to identify the root cause of a CSA’s poor performance
  • Make decisions and recommendations based on situation and service experience

 Education and/or Experience

  • High school degree, Associate’s degree from two-year college or university preferred
  • Experience in service and parts mandatory
  • Computer Skills: Microsoft Office (Word, Excel, Outlook and PowerPoint), Experienced user of the dealer’s business systems (Contract Tracking, Work Order, or Parts Ordering) with ability to learn new platforms such as EMT and Service Scheduler
Job Location
Greensboro, NC
(Job number: 3882674)
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