Dispatcher / Service Writer
Yellowhouse Machinery · Sand Springs, OK
Job description
Dispatcher / Service Writer Yellowhouse Machinery is currently accepting applications for a Dispatcher/Service Writer for the Sand Springs, Oklahoma location. The Dispatcher / Service Writer is a key role within the Service Department, responsible for coordinating service work, managing technician schedules, and serving as the primary point of contact between customers, technicians, and management. This position ensures efficient workflow, accurate documentation, and high levels of customer satisfaction in a heavy equipment dealership environment. Essential Duties and Responsibilities Dispatching & Scheduling • Schedule and dispatch service technicians for shop and field repairs in an efficient and timely manner • Monitor technician availability, skill sets, and job priority to maximize productivity • Coordinate with parts, service management, and customers to ensure jobs are properly prepared • Adjust schedules as needed due to emergencies, delays, or changing priorities • Track job status and follow up to ensure timely completion • Communicating with all field service customers when any changes need to be made to the schedule by phone, email, text, etc. • Getting Authorizations for repairs as needed on any/all field service requests where applicable • Always promote and Exhibit company policy with emphasis on a team mentality Service Writing & Customer Support • Receive service requests from customers via phone, email, or in person • Create and manage work orders with accurate equipment, labor, and customer information • Communicate clearly with customers regarding repair needs, timelines, and service recommendations • Provide service estimates and obtain customer authorization when required • Maintain professional and courteous communication at all times Administrative & Documentation • Ensure work orders are complete, accurate, and properly documented • Capture technician labor, parts usage, and job notes accurately • Assist with warranty claims and service documentation as needed • Maintain service records in dealership management systems • Support service billing and invoicing processes Coordination & Team Support • Act as a liaison between customers, technicians, parts department, and service management • Support technicians by ensuring they have the correct information, parts, and resources • Promote safety, efficiency, and quality standards within the service department • Assist with additional service department tasks as assigned Qualifications Required • High school diploma or equivalent • Previous experience in a service dispatch, service writer, or coordinator role • Strong organizational and multitasking skills • Excellent communication and customer service abilities • Working knowledge of heavy equipment, diesel engines, or related mechanical systems • Proficiency with computers and service management software Preferred • Experience in a heavy equipment, construction, agricultural, or industrial dealership • Familiarity with warranty processes and OEM service guidelines • Basic mechanical knowledge to understand service recommendations • Ability to work in a fast-paced, team-oriented environment Skills & Competencies • Time management and prioritization • Attention to detail and accuracy • Problem-solving and decision-making • Professional phone and written communication • Ability to handle multiple customers and technicians simultaneously • Dependability and strong work ethic Working Conditions • Primarily office-based with frequent interaction in shop and yard areas • Standard business hours with occasional overtime as required **Applicant must pass a physical drug screening and possess a driver's license.
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