It’s your time, make it matter.

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples’ work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson’s legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don’t just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement. Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.

You have high expectations too. You are exceptionally motivated, have outstanding skills, and want your work to matter.  Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business. It’s time to use your skills and passion to do work that matters!

Job Description

Peterson Cat had the need for an experienced Contract Service Dispatcher at our San Leandro, CA location.

SUMMARY

The responsibilities for this position include coordinating the assignments of service technicians and materials to accomplish repairs done in the field and administration of related paperwork. This position will work closely with Service Management, other departments, CAT representatives, and customers to ensure timely and accurate job completion. 

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Manage Customer Service Agreements (CSA’s).
• Maintain On-Time Preventative Maintenance Service Schedules with branch stores.
• Work with Standard Jobs group to build and maintain accurate Standard Jobs.
• Work closely with branch stores maintaining service agreements.
• Plan and establish daily production schedules of company service technicians for a wide variety of customer job assignments.
• Ensure proper allocation to work site, load, capacity, and efficient utilization of workforce and equipment.
• Order and track material inventories, production progress, and other factors that affect schedules.
• Prepare all paperwork and correspondence as directed by the Service Supervisor.
• Modify and adapt service schedules and issue order changes to accommodate revisions, cancellations, or priorities.
• Interface with all appropriate departments/staff in schedule creation, progress updates, problem analysis, and corrective action recommendations.

• Identify, document, and implement opportunities for continuous improvement.

• Maintain and update equipment contract files in DBS, CT, and EMT.
• Maintain and utilize Service Scheduler.
• Open and Close work orders assuring invoice accuracy to the customer.
• Send all necessary reports to customers.
• Process customer payments.
• Input and maintain customer information in CRM and Sales Link.
• Coordinate job schedules and contracts with other CSA Coordinators.
• Maintain and submit necessary paperwork and reports in a timely and complete manner.
• Review and act upon department reports.
• Cooperate, communicate, and work closely with sales, service, and parts personnel.
• Assist Internal and external SOS customers as needed.
• Work closely with SOS Lab to improve customer service response times.
• Assist with the maintenance of machine monitoring data and customer information.
• Maintain punctual, regular, and predictable attendance.

OTHER JOB FUNCTIONS

• Act as back-up to Service Department.
• Follow up on projects as needed to ensure completed job; maintain good customer relations through frequent contacts; intercede to solve problems and disputes; enhance relationships within scope of Company Mission Statement.
• Seek out, identify, and promote cost improvements.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson’s core values. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High School diploma or GED; and a minimum of 2 years of experience in service dispatching, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.

The pay range for this position is: $34.00 - $38.00 (Starting wage will depend on experience and education. We also offer a total compensation package in addition to base salary.)

This description describes only the general nature and level of work encompassed by this job. This description is not a comprehensive listing of all responsibilities, duties, and skills of employees at this level. Peterson is an Equal Opportunity Employer/Affirmative Action Employer.

Peterson Tractor Co. is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.