Position Title: Customer Service Specialist - Maintenance Dispatcher

Location: Ashland City, TN

Employment Type: Full time, direct hire

• 1st shift – 5:30am – 2:30pm (1 opening)
• 2nd shift – 2:30pm – 12am (1 opening)

Position Overview:

The Customer Service Specialist - Maintenance Dispatcher will play a critical role in maintaining smooth production operations by accurately logging and coordinating responses to production and equipment breakdowns. Working in an office environment, this detail-oriented individual will utilize SAP and Microsoft Office Suite to track maintenance activities, create work orders, and dispatch appropriate maintenance personnel. This role requires strong organizational skills, technical proficiency, and a customer-service mindset to effectively communicate and address maintenance needs.

Key Responsibilities:

Breakdown Response & Dispatching:

• Maintain a detailed call log to record production and equipment breakdowns.
• Dispatch appropriate maintenance personnel to address issues promptly and accurately.

Administrative & Clerical Duties:

• Utilize SAP to create and manage work orders, including preventative, corrective, and emergency maintenance orders.
• Complete permits for welding and other restricted-area activities within the facility.
• Perform general clerical tasks as needed to support the maintenance team.

Emergency Response Coordination:

• Monitor and sound appropriate alarms in the event of tornadoes, fires, or other emergencies.
• Dispatch first responders for medical or other emergency incidents as necessary.

Customer Service:

• Provide courteous and professional support to internal and external stakeholders.
• Communicate effectively with maintenance staff, production teams, and management regarding equipment status and repair timelines.

Data Accuracy & Record Keeping:

• Ensure detailed and accurate logging of all maintenance requests and activities in SAP and other systems.
• Maintain organized records for reporting and compliance purposes.

Qualifications:

Education & Experience:

• High school diploma or equivalent required; additional education or certifications in office management or maintenance-related fields are a plus.
• Experience using SAP or similar Enterprise Resource Planning (ERP) software is preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.).

Skills & Attributes:

• Detail-oriented with strong organizational and multitasking abilities.
• Excellent customer service aptitude and professional communication skills.
• Ability to work efficiently under pressure, especially during emergencies or high-priority breakdowns.
• Computer literate, with the ability to quickly learn and adapt to new software systems.

Other Requirements:

• Familiarity with preventative and corrective maintenance processes is a plus.
• Knowledge of safety procedures and protocols related to emergency alarms and permits.

Work Environment:

• Office-based role with frequent interaction with maintenance personnel and production staff.
• May involve responding to high-pressure situations such as equipment failures or emergencies.