Service Dispatcher - 2Nd Shift

Company Description

About Truck Centers, Inc.
For over 50 years, three generations have led Truck Centers, Inc. from a single store dealership into our current network of ten, full-service dealerships and two auxiliary locations proudly representing Freightliner and Western Star trucks in Illinois, Indiana, and Missouri. Our team has remained dedicated to delivering exceptional customer service in an environment that fosters collaboration, innovation, and a communal spirit of giving back. To learn more about us, visit truckcentersinc.com.

The Service Dispatcher is a vital link in our Service operations. They assign all repairs to technicians, communicate with other personnel and the customer regarding initial diagnosis updates, and manage the shop assignments for optimal workflow and throughput performance. In addition, he or she is responsible for maintaining ongoing communication between the shop and Service office and fostering collaboration and open dialogue for a positive work environment and the seamless transfer of information between roles and shift changes. A successful Service Dispatcher will have a solutions-focused outlook to problem-solving and impeccable time management skills to guide a busy shop environment, overcome issues that may impact repair times, and notify customers accordingly.

This position will work second shift.

CORE RESPONSIBILITIES:

• Continually monitor repairs awaiting parts and collaborate with the Parts department to maintain open communication on estimated delivery times.
• Update the customer, as needed, if changes or delays occur in the repair process.
• Complete additional tasks and projects as assigned in an organized, timely manner.
• Assist Service Estimator in preparing accurate estimates by providing pertinent information and status levels.
• Assess shop workload and staffing to plan technicians’ daily schedules and distribute job assignments appropriate to each tech’s ability and certification level.
• Communicate with fellow team members during shift change to provide a seamless transfer of information.
• Perform quality control review of the RO packet upon completion to ensure required documentation as per company and warranty guidelines is enclosed.
• Oversee the daily workflow and performance of technicians in the shop.
• Collaborate with technicians on their job plan and assigned RO(s) to establish the scope of repairs needed and set expectations on completion time.
• Read OEM Service bulletins to stay informed about our product lines, potential recalls, part failures, or industry trends.
• Attend OEM- and vendor-sponsored training provided by Truck Centers, Inc. to remain current on factory technical bulletins, product updates, and/or certifications.
• Review newly created repair orders (ROs) for accuracy and comprehensive information.
• Notify customer and the Service Admin team once a repair is complete.

Qualifications

Candidates must be able to pass a pre-employment background check, physical, and drug screen. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in the work environment.

• Strong organizational and problem-solving skills that reflect the ability to perform and prioritize multiple projects seamlessly with excellent attention to detail and a solution-focused outlook
• Proven supervisory experience and leadership skills
• Minimum of 2 years mechanical, trucking, or dealer service experience; 4+ years preferred
• Knowledge of Service department operations
• Strong personal conviction of producing quality work, being an integrated team player, and commitment to company values
• Resourceful collaborator with the ability to also thrive independently
• Demonstrated time management and interpersonal communications skills, even in times of stress
• Freightliner dealership experience and CIC Level I or II training are strongly preferred
• Knowledge of computer operations, data entry, and MS Office with 30wpm typing capability; Procede software experience is a plus
• High school diploma or GED
• Fundamental mechanical aptitude or truck repair experience
• Ability to safely lift up to 10 lbs. unassisted.

Additional Information

Truck Centers, Inc. is an equal opportunity employer (EOE). All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, disability, or protected veteran status.

We believe in the Hire to Retire philosophy and invest in individuals that we believe will be valuable assets to TCI and our customers for years to come. Thus, we want to help you live well through personal and professional growth plus a multitude of benefits. In additional to multiple comprehensive healthcare packages including medical, dental, vision, and prescription coverage, we offer a flexible spending accounts for healthcare costs or dependent care, company paid life insurance, voluntary life insurance, disability insurance, AD&D coverage, 401(k) retirement plan with company match, health and wellness incentive programs, training and career development opportunities, alternative work arrangements, volunteer time off, tiered PTO system, service awards, competitive salary, uniforms, technician tool insurance, and a family-first, team environment.