Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $35.00 - $36.50
Work Schedule
Standard Hours
Benefits
401k
401K Matching
Dental Insurance
Employee assistance program
Flexible spending account
Health Insurance
Life insurance
Paid Time Off
Professional development assistance
Referral program
Tuition Reimbursement
Vision Insurance
Job Description
Hiab is a pioneering global leader in smart and sustainable on-road load-handling solutions, widely recognized for delivering high-quality, innovative products and services that shape the industry. With a strong commitment to customer satisfaction, sustainability, and continuous improvement, Hiab operates through an extensive network of over 3,000 own and partner sales and service locations, serving more than 100 countries worldwide. The company’s premium product range includes HIAB, EFFER and ARGOS loader cranes, MOFFETT and PRINCETON truck-mounted forklifts, LOGLIFT forestry cranes, JONSERED recycling cranes, MULTILIFT skiploaders and hooklifts, GALFAB roll-off cable hoists, ZEPRO, DEL and WALTCO tail lifts, along with the HIPERFORM... Show More
Job Requirements
- High school diploma or equivalent required
- Ability to obtain and maintain a 1-year DOT Medical Card is required
- 3 plus years of dispatching experience preferred
- 5 plus years of customer service experience preferred
- Experience using Salesforce and SAP preferred
- Ability to handle multiple duties effectively with strong time management
- Knowledge of DOT hours of service
- Knowledge of applicable regulations
- Strong organizational skills
- Excellent communication skills
- Ability to troubleshoot customer equipment issues
- Proven leadership capability
- Willingness to travel up to 10 percent
- High attention to detail
- Must know the geographical area covered
Job Qualifications
- High school diploma or equivalent
- 3 plus years of dispatching experience preferred
- 5 plus years of customer service experience preferred
- Ability to obtain and maintain a 1-year DOT Medical Card
- Experience using Salesforce and SAP preferred
- Strong organizational skills
- High attention to detail
- Working knowledge of applicable regulations
- Quick and confident decision making
- Working knowledge of the geographical area in which covering
- Working knowledge of DOT hours of service
- Ability to handle multiple duties with good time management
- Highly customer service oriented and strong team leadership skills
- Ability to troubleshoot equipment issues with basic technical knowledge
- Ability to develop professional rapport with customers and technicians
- High energy
- Excellent oral and written communication skills
- Strategic thought process with results orientation
- Service and customer focused
Job Duties
- Provide first point of contact to customers, visitors, callers
- Handle and schedule inbound service appointments
- Achieve timeliness in response to customer requests and Hiab service quality expectations
- Troubleshoot customer issues to determine service level required for proper resolution
- Handle and schedule planned maintenance and contractual appointments with customers ensuring technicians are effectively utilized and resource leveling within assigned area
- Create estimates for customers and review estimates greater than $5,000 with District Service Manager
- Ensure compliance with customer approval requirements
- Monitor open orders ensuring timely completion and closure of service appointments by technicians
- Be the initial contact for service complaints and route to the proper party for resolution
- Perform quality control check for completed work orders prior to invoicing
- Follow proper reporting procedures to ensure compliance with planned and contractual maintenance events
- Update partner functions and customer/equipment data
- Manage DOT hours of service for technicians under purview
- Protect self and others by following applicable safety rules, agreed working practices and environmental requirements
- Alert the District Manager of any safety concerns
- Work closely with Service Support to ensure maintenance plans are kept on schedule
- Verify required parts have been delivered to Field Technicians
- Support District Manager and technicians in planning of fleet maintenance and management of service vehicles
- Participate in continuous improvement of systems and processes by providing feedback and actively involved in implementation of Hiab improvement programs
- Travel up to 10 percent as required
- Perform other duties as assigned
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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