Rental Field Service Dispatcher

Ohio CAT is seeking a highly organized and customer-focused Rental Field Service Dispatcher to support our growing service operations. In this role, you will serve as the central communication hub between customers, field service technicians, parts operations, and service management to ensure equipment issues are addressed quickly and efficiently.

The ideal candidate thrives in a fast-paced environment, can effectively manage multiple priorities, and is committed to delivering outstanding customer service. This position plays a critical role in maximizing technician productivity, meeting customer expectations, and supporting the overall success of our field service team., * Schedule and dispatch Field Service Technicians to customer locations based on urgency, technician availability, skill set, and geographic location.

• Serve as the primary point of contact for customers regarding service requests, scheduling, and repair status updates.
• Create, update, and manage work orders to ensure accurate tracking and timely completion of service activities.
• Monitor technician schedules, workloads, and job progress to optimize service efficiency.
• Coordinate after-hours service requests and support on-call communication processes.
• Communicate effectively with customers, technicians, and internal departments to ensure a seamless service experience.

Operational Support

• Review work orders for completeness, accuracy, and compliance with company standards.
• Support warranty verification, service campaigns, and manufacturer communications as related to field service activities.
• Analyze service reports and operational metrics to support performance, productivity, and profitability goals.
• Ensure compliance with Caterpillar service requirements, safety standards, and company policies.

Administrative Responsibilities

• Maintain accurate service records, scheduling information, technician time entries, and documentation.
• Assist with invoice processing, cash and COD transactions, and purchase order management.
• Support payroll-related processes through accurate technician time and job coding documentation.
• Help maintain service operational review action items and support branch operating requirements.

Rentals, On Site Support, Sales, Rentals, Problem Solving Skills, Caterpillar Equipment, Heavy Equipment/Vehicles, On Call, Organizational Skills, Customer Relations, * High school diploma or GED.

• Minimum of two years of experience in dispatching, service coordination, scheduling, or a related customer support role.
• Strong organizational skills with the ability to effectively manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office applications and computer-based business systems.
• Commitment to delivering excellent customer service and building positive customer relationships., * Experience within the heavy equipment, construction equipment, trucking, diesel, rental equipment, or service industries.
• Knowledge of heavy equipment operations, equipment maintenance, or service processes.
• Mechanical aptitude and familiarity with field service environments.
• Experience with dispatching software, work order management systems, or service management platforms.
• Familiarity with Ohio CAT systems and Service Link.

PHYSICAL REQUIREMENTS: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.

• 401(k) Match and Employer Discretionary Contribution.
• Two different Health Insurance options including an HSA health insurance option with a dollar to dollar match up to $1,200.00 per year.
• Dental and Vision Insurance.
• Credit Union Access.
• Life Insurance, Short-Term Disability, and Long-Term Disability.
• Scholarship opportunities for employee’s spouses and children, through the Ohio Machinery Education and Opportunity Foundation.
• Base pay plus annual bonus potential
• Company SuccessShare bonuses

At Ohio CAT Rental Store (a division of Ohio Machinery Co.), we’re more than just a Caterpillar dealership - we’re a team of problem-solvers, hands-on experts, and trusted partners to our customers. We don’t just sell and rent heavy equipment - we keep it running strong.