FAC ENG-MAINT/DISPATCH

JOB DESCRIPTION

Responsible for reviewing at the service call backlog in a "big" picture fashion allowing the service technicians to better utilize their time and to schedule/distribute the service call workload more evenly during peak demand times. Oversees the entire service call workload for the service area. Concentrate on the service orders work flow process to allow the Administrative Support Personnel to concentrate on their assigned duties and to minimize overtime. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.

RESPONSIBILITIES

• Dispatches service technicians to install, service, and repair all equipment, fixtures, and buildings in the division
• Reviews service calls from customers for proper product identification, call type, call notes for proper disposition of service order.
• Reviews call to see if they are the responsibility of other parties, i.e. warranty work, store operations and redirect the service requirement to the responsible party to include store operation responsibilities or to the Support team.
• Schedules service orders according to urgency to balance the need for quality service to the store and the requirement to keep overtime to a minimum.
• Receives calls from service technicians by text, email, telephone, or in person in regards to scheduling changes, information input, etc.
• Schedule workload of technical staff to accomplish the completion of service orders in the most timely and cost effective manner.
• Monitors outages and problems with the computerized maintenance management system and enters said problems or outages into the Support Center helpdesk application.
• Determines if service technicians need to be dispatched during non-duty hours or if the required service can wait to be performed during normal duty hours.
• Must strive to maintain the acceptable level of service while keeping overtime to a minimum.
• Normal work shift will be comprised of 4-10 hour days starting at 8:00 AM to 6:30 PM and will work an opposing shift structure with one-day overlap with the other dispatcher/scheduler. Proposed workday schedule is one person, Sunday through Wednesday and the second person, Wednesday through Saturday.
• Exact schedule of workdays is subject to change to suit company needs.
• Generates and/or maintains reports in regards to workload backlog, productivity, service order associated costs and other reports relating to department activities.
• Ability to work cooperatively in high paced and sometimes stressful environment.
• Ability to manage conflict in a reasonable, nonconfrontational and cooperative manner.
• Ability to act with honesty and integrity regarding customer and business information.
• Ability to follow directions and seek assistance when necessary to resolve customer and business issues.
• Provide support and assistance through direct interaction with minors, individuals with special needs, and/or older adults.
• Must be able to perform the essential functions of this position with or without reasonable accommodations.

• Basic computer skills
• Experience in computerized dispatching systems a plus
• Knowledge of equipment repairs a plus
• Ability to organize and prioritize
• Ability to work with other teammates
• Overtime may be required at times
• Ability to work a variety of schedules as required (including nights, weekends and holidays)
• Ability to travel independently

• A wide range of healthcare coverage, including affordable, comprehensive medical, dental, vision and prescription coverage, through company plans or collective bargaining agreement plans.
• Flexible scheduling in full- and part-time roles with paid time off, including holiday and sick pay based on eligibility and length of service.
• Emotional and financial support with free counseling through our Employee Assistance Program and free, confidential financial tools and coaching with Goldman Sachs Ayco.
• Valuable associate discounts on purchases, including food, travel, technology and so much more.
• Up to $21,000 in tuition reimbursement over your career, through our industry-leading Continuing Education program.
• Vast potential for growth, through an abundance of industry-leading training programs and diverse career pathways.

• Health care benefits
• Paid time off such as vacation, sick leave, and parental leave
• Mental and emotional support resources through our Employee Assistance Program

• Participation in a 401(k) plan and/or participation in a Taft-Hartley pension fund, subject to certain eligibility requirements
• Group term life insurance eligible, depending on varying criteria by location and subject to certain eligibility requirements
• Potentially bonus eligible depending on varying criteria
• Associate discounts

• Tuition assistance, college scholarships and educational leave of absence, depending on varying criteria by location and subject to certain eligibility requirements
• Robust internal training and development resources to grow your career