Dispatch and Parts Support Specialist

Position Summary The Service and Parts Support Specialist supports Wagner Food Equipment’s dispatch and parts teams and provides coverage for the lead dispatcher and parts employee during lunch breaks, scheduled time off, and other absences. The position works alongside the employees who normally handle these functions; it is not solely responsible for either department. During assigned coverage, the employee handles service calls, scheduling, parts requests, and follow up within their training and authority, and keeps the team informed of open matters. Dispatch Support and Coverage Receive service requests by phone and the shared service email, gather equipment details, location, contact information, problem description, and any urgency or access requirements. Create and update service calls in the company system; schedule technicians based on priority, location, skills, parts availability, and manager direction. Communicate appointment windows, schedule changes, delays, and next steps to customers and technicians; escalate emergencies, safety concerns, and unresolved issues. Monitor open calls and technician updates, follow up on incomplete work, and help identify calls that can be completed on the first visit. Review technician notes and estimates for required information, including labor hours, part numbers, supporting quotes, used parts, trip charges, and the reason for revisions; follow up on missing details. Coordinate return visits when parts arrive and keep customers and managers informed of pending calls and backorders. Parts Support and Coverage Identify and research parts using model and serial numbers, diagrams, vendor resources, and technician information; verify selections before ordering. Request pricing and availability, prepare quotes or purchase requests, place approved orders, and record order details accurately. Track expected arrival dates, backorders, substitutions, and urgent shipments; communicate status to dispatch, technicians, managers, and customers as appropriate. Receive and check shipments against orders, document discrepancies or damage, label and stage parts for service calls, and coordinate delivery or pickup. Process returns, warranty parts, credits, and core or vendor requirements according to company procedures; maintain supporting documentation. Maintain organized inventory and accurate records of stock, special orders, parts issued to technicians, and outstanding items. Shared Expectations Provide dependable coverage for both teams as assigned; use the shared service and parts inboxes so requests are visible, and give the lead dispatcher or parts employee a clear handoff when they return. Prioritize competing requests, protect customer information, follow company procedures, and ask for help when a decision or technical detail needs review. Work respectfully with customers and coworkers, remain calm during busy periods, and follow through on commitments. Qualifications and Skills Experience in dispatch, parts, customer service, purchasing, or a similar coordination role preferred; commercial food equipment or service industry experience is helpful. Strong attention to detail, organization, written and verbal communication, and ability to manage multiple time sensitive tasks. Comfort using email, spreadsheets, inventory or service software, and online parts resources; ability to learn company systems. Ability to read part numbers and equipment identifiers, compare quotes, and perform basic calculations. Work Requirements This is an office based role involving frequent computer and telephone use. The employee may occasionally receive, move, or stage parts and must follow company lifting and safety procedures. Specific schedule, location, and any lifting requirements should be confirmed for the position offered. Reasonable accommodations may be available for qualified individuals. Performance Measures Performance is evaluated through dependable coverage, accurate call and order record…

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