Service Dispatch Coordinator

POSITION SUMMARY:
 The Service Coordinator – Reactive Services is responsible for working closely with branch personnel and customers to ensure the efficient scheduling, documentation, and billing of service-related products and reactive repairs. 

This role requires strong organizational skills, problem-solving abilities, and the ability to build relationships with IBP personnel and customers to deliver reliable and responsive service support.

CLASSIFICATION:

• Non-exempt, hourly position
• Full-time
• Day shift
• Reports to the Service Manager

ESSENTIAL FUNCTIONS:

Scheduling & Coordination:

• Record all service calls received via phone and email in Wello.
• Assign and schedule service calls for technicians through Wello.
• Maintain Wello schedule to meet customer needs and optimize technician efficiency.
• Coordinate with the Proactive Service Coordinator on technician scheduling.
• Manage technician work schedules, ensuring efficient job assignments.
• Communicate progress of in-house repairs, incoming repairs, and pre-scheduled field service projects with DCPPs.

Documentation & Record-Keeping:

• Review all open work orders in Wello to ensure timely completion.
• Process all incoming Wello documents for billing in SAP B1.
• Complete the Daily Activity Report.
• Maintain records of completed service calls and track warranties.
• Review service report analysis of completed tasks to ensure efficiency and accurate reporting.

Billing & Financial Processing:

• Complete invoicing for all in-shop service work once the sales order has been prepared by the Service Manager.
• Quote field service repairs to customers or DCPPs, depending on the customer and situation.
• Process warranty claims, including charger warranty documentation and EPM paperwork.
• Handle charger warranties, including quoting, ordering parts, processing RMAs, shipping parts back, and invoicing.
• Research information in SAP B1 and provide timely resolutions to customers and internal departments.

Inventory & Equipment Management:

• Coordinate with the Inventory Coordinator in organizing parts and supplies for field services.
• Track the progress of in-house repairs and service jobs in coordination with the Service Manager and Shop Foreman.

Safety & Compliance:

• Ensure compliance with IBP's safety policies and procedures, reporting any unsafe conditions.

JOB REQUIREMENTS:

• High school diploma or equivalent.
• Ability to pass a background check, including criminal, credit, and motor vehicle reports (state-dependent).
• Ability to pass a drug screening prior to hire.

PHYSICAL DEMANDS:

• Work primarily in a professional office setting.
• Regularly required to sit, stand, walk, talk, and hear, both in person and via phone.
• Frequent use of hands to operate office equipment, reach with arms, and handle paperwork.
• Ability to lift up to 25 pounds.