Service Operations Dispatcher

Service Dispatcher

Cleveland Range is a leading manufacturer and designer of steam cooking equipment. We have a long and proud history of serving the foodservice industry with quality and innovative cooking devices. Our current product offerings include steamers, combination steamer-ovens, kettles, braising pans, and specialty application ovens. The Service Dispatcher will be the central point of contact for service dispatch management within the warranty period. The ideal candidate will be responsible for handling and coordinating service calls, following up with customers and Factory Authorized Service Agent (FAS), and ensuring timely resolution of service issues. This person will monitor the FAS's status for each dispatch.

Major Accountability

• Answer Technical Support Line: Handle incoming service inquiries via phone, providing prompt and professional assistance.
• Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status.
• Dispatch Service Calls (Priority and Close Within 3 Days): Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within three days.
• Follow Up with FAS (In Assigned Region): Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations.
• Create and update an FAS Map/Tracker Report: Produce a monthly report summarizing job statuses, dispatched FAS agencies, and recurring issues to inform technical and quality teams.

Qualifications

• Reassign FAS if Needed: Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency.
• Update Customer Account Info: Maintain and update customer account details in the system to ensure accurate and current information for service tracking.
• Maintain Relationship with FAS: Cultivate positive relationships with FAS to enhance service delivery and communication.
• Knowledge of Warranty Processes: A background in handling warranty information and policies is essential to making decisions to dispatch a service call.
• Provide Warranty Status Updates to Customers & FAS: Use Salesforce to update and communicate warranty statuses to customers and FAS in a timely manner.
• Basic Troubleshooting Support: Provide initial troubleshooting support to customers before dispatching service, resolving basic issues when possible, via flowchart provided by Technical.
• Update Notes in a Timely Manner: Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting.
• Email Monitoring and Reply: Monitor and respond to customer service inquiries via email, providing helpful and timely responses.
• Installation/Start-Up Dispatching: Work with the customer service team to dispatch site surveys, installations, and startups to the proper FAS agency. Track and monitor the process from start to finish.
• Address customer inquiries and concerns in a timely and professional manner.
• Consistently operate in a manner that aligns to the Company Core Values.