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Rental Field Service Dispatcher
#3822
Butler, Wisconsin, United States
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Job Description
Company Overview:
Fabick Cat is the authorized dealer of Caterpillar equipment, prime and stand-by power systems, parts and service, compact construction, and rental equipment for major portions of Illinois, Missouri, the entire state of Wisconsin and the Upper Peninsula of Michigan. We have been in business for over 100 years and are headquartered in Fenton, Missouri. For more information visit www.fabickcat.com
Why Work For Us!
At Fabick Cat, you are beyond just an employee, you are a part of the Fabick family. A family that has worked so diligently to cement a legacy that was built over 100 years ago through a collective vision "To Ever Serve Our Customers Better". This legacy could not have been possible without first employing then developing the best and brightest talent the market has to offer. We believe it to be of the upmost importance to invest in our workforce by supporting and empowering employees to develop the necessary skills to become successful in their own career.... to become a legacy. Are you ready to join our family legacy to continue our existence as 'the greatest service organization of its kind' over the next 100 years? The Fabick family appreciates and values the ongoing commitment of its employees and is pleased to provide a highly competitive total compensation and benefits package.
Responsibilities:
Dispatching & Scheduling
- Schedule and dispatch field service technicians based on job requirements, technician skillsets, location, and availability.
- Adjust schedules proactively to meet customer demands and optimize labor and resource usage.
- Communicate job details, updates, and changes to internal rental team, technicians and customers in a timely and professional manner.
- Track job progress to ensure timely completion and update records accordingly.
- Order and track necessary parts to support field service operations and meet project timelines.
- Responsible for monitoring, scheduling and completion of all preventative maintenances of fleet in geographic responsibility
- Basic troubleshooting and qualification of field service requests, dispatching technicians where appropriate
- Creation and communication of monthly on-call schedule for Field Service Technicians. Publish on call schedule to field service technicians and local rents team no later than 3 weeks prior to schedule start date.
Work Order & Administrative Support:
- Open, update, and close work orders in the service management system.
- Ensure accuracy in job documentation, labor entries, warranty recovery and billing segments.
Customer Service:
- Serve as a key point of contact for internal rental team and customer phone-in service requests.
- Maintain positive, courteous, and professional relationships with customers.
- Resolve routine issues independently and escalate more complex concerns to the Rental Region Service Manager.
- Support the company's image by ensuring high standards of customer interaction and responsiveness.
- Monitor and report on field service response time
Department Operations & Support:
- Assist in maintaining a clean, organized, and safe work environment.
- Comply with all internal reporting, documentation, and recordkeeping requirements.
- Provide regular updates and relay technician feedback, concerns, or suggestions to the Branch Manager or Rental Region Service Manager.
- Perform other duties as assigned to support the service department's success.
Professional Development:
- Participate in scheduled training sessions and meetings.
- Take initiative in self-directed learning related to equipment, systems, and service procedures.
- Strive for continuous improvement and professional growth within the role.
Requirements
Requirements:
- High school diploma or equivalent; advanced education or vocational training is a plus.
- 2-3 years of experience in dispatching, scheduling, customer service or equipment service coordination, preferably within a construction equipment rental or fleet maintenance environment.
- Working knowledge of the applications and maintenance requirements of construction and industrial equipment as well as the geographic area served.
- Proficiency with service management software, dispatching systems and general office applications; ability to enter data accurately and maintain records.
- Understanding of safety regulations and Department of Transportation (DOT) standards that govern equipment movement and road mechanics.
- Strong organizational, prioritization and multitasking skills; ability to make quick decisions and adjust schedules to meet customer demands.
- Effective verbal and written communication skills; able to convey job details to technicians and provide courteous updates to customers.
- Ability to remain calm under pressure, exercise sound judgement, and resolve routine issues independently while escalating complex problems appropriately.
Preferred / Desired Qualifications:
- Experience working in the heavy equipment rental industry, industrial service dispatching, or fleet maintenance scheduling.
- Familiarity with asset tracking, customer relationship management (CRM) and inventory management systems, and ability to learn new technologies quickly.
- Knowledge of DOT Federal Motor Carrier Safety Regulations and facility safety procedures.
- Formal customer service or dispatch training; proven ability to handle customer complaints professionally and effectively.
Physical Demands & Work Environment:
- Primary work is performed in an office or service facility environment with frequent communication by phone and computer.
- Tasks involve sitting for extended periods, using hands and fingers to operate a computer and telephone, and reaching with arms.
- Occasional standing, walking, bending, stooping, crouching and kneeling may be required, especially when verifying equipment status in the yard or assisting with parts logistics.
- Employees are regularly required to talk and hear to communicate with technicians and customers; specific vision abilities include close vision, distance vision, color vision, depth perception and the ability to adjust focus.
- Must be able to lift and move up to 25 pounds occasionally (e.g., moving parts or equipment files) and safely handle heavier loads up to 50 pounds with assistance when necessary.
- Work may occasionally involve exposure to a warehouse or outdoor environment with moderate noise and varying weather conditions; appropriate personal protective equipment (PPE) should be used as required.
Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
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Fabick CAT
Mar 05, 2026