Service Coordinator Junior Tech Service

Cleveland Range Service Dispatcher

Cleveland Range, a leading manufacturer and designer of steam cooking equipment, is on the lookout for a driven and self-motivated Service Dispatcher who's eager to learn and grow into a Tech Service Specialist role. If you're hungry for hands-on training, career advancement, and a team that values your potential-this is your moment! The Service Dispatcher will be the central point of contact for service dispatch management within the warranty period. The ideal candidate will be responsible for handling coordinating service calls, following up with customers and Factory Authorized Service Agent (FAS), and ensuring timely resolution of service issues. This individual will also provide basic troubleshooting support and manage customer information in Salesforce. The Junior Tech will learn from the Service department to learn how to provide best-in-class service for the brand through servicing the Cleveland product line. The position is responsible for learning how to diagnose and troubleshoot steam, gas, and electrical systems.

Major Accountability

• Answer Technical Support Line: Handle incoming service inquiries via phone, providing prompt and professional assistance.
• Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status.
• Dispatch Service Calls (Priority and Close Within 3 Days): Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within three days.
• Follow Up with FAS (In Assigned Region): Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations.

Key Tasks and Responsibilities

• Reassign FAS if Needed: Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency.
• Update Customer Account Info: Maintain and update customer account details in the system to ensure accurate and current information for service tracking.
• Maintain Relationship with FAS: Cultivate positive relationships with FAS to enhance service delivery and communication.
• Provide Warranty Status Updates to Customers & FAS: Use Salesforce to update and communicate warranty statuses to customers and FAS in a timely manner.
• Basic Troubleshooting Support: Provide initial troubleshooting support to customers before dispatching service, resolving basic issues when possible.
• Update Notes in a Timely Manner: Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting.
• Email Monitoring and Reply: Monitor and respond to customer service inquiries via email, providing helpful and timely responses.
• Learn how to provide technical expertise to service techs, service agencies, sales and customers via phone, email, or possibly at a customer's location.

Knowledge of Warranty Processes

A background in handling warranty information and policies is essential to making decisions to dispatch a service call. Determine needed repairs using pictures, info from field, control data or discussion with customer. Evaluate how long repairs should take to ensure rep