Maintenance Dispatcher

Position Summary

The Maintenance Dispatcher is responsible for coordinating, prioritizing, assigning, and tracking maintenance work requests and activities across the facility. The Dispatcher serves as the central communication point between Operations, Maintenance, Engineering, Facilities, Automation, and other support functions to ensure maintenance activities are responded to efficiently and documented accurately.

This position supports the effective utilization of maintenance resources, timely response to equipment issues, accurate work-order management, and clear communication of maintenance priorities. The Dispatcher plays a critical role in minimizing equipment downtime and ensuring maintenance activities are performed in accordance with safety, GMP, regulatory, and site procedures.

During off shift enters work request information into the maintenance management system (MMS) for CM’s, PM’s, calibrations and PER’s.

3rd Shift: Tuesday, Wednesday and Saturday (6:00pm - 6:00am)

Essential Duties & Responsibilities

• Receive, review, and process maintenance work requests from Operations and other departments.
• Enter and maintain accurate work orders in the Computerized Maintenance Management System (CMMS).
• Evaluate incoming requests and assign appropriate priority based on equipment criticality, production impact, safety, quality, and regulatory requirements.
• Dispatch mechanics, technicians, electricians, automation technicians, engineers, and other qualified personnel based on skill requirements and availability.
• Monitor open work orders and ensure appropriate follow-up through completion.
• Coordinate emergency, corrective, preventive, and planned maintenance activities.
• Escalate critical equipment failures and unresolved work orders to the appropriate Maintenance Supervisor or Manager.
• Coordinate maintenance support during production downtime, shutdowns, and planned maintenance windows.
• Compile and enter data or information into Excel spreadsheet or Microsoft Word documents.
• Act as the primary communication link between Maintenance and Operations during the assigned shift.
• Assume role of Work Order Administration Specialist during off-shifts.
• Adhere to all cGMP and cGDP guidelines, SOP's and plant policies/rules and trainings.
• Perform other related duties as assigned or required.
• Maintain continuous awareness of equipment status, maintenance activities, manpower availability, and operational priorities.
• Communicate changes in priorities, equipment status, and maintenance schedules to affected personnel.
• Participate in shift handoffs and ensure critical information is accurately passed to the next shift.
• Coordinate with Production, Quality, Engineering, Facilities, Warehouse, EHS, and other departments as required.
• Maintain professional and timely communication during equipment breakdowns and other urgent situations.

Knowledge, Skills & Qualifications:

• Must be able to use Microsoft office Suite (Word, Excel, Outlook, etc.) and operate a copier/scanner. Typing skills suitable for email correspondence and data entry. (Must pass typing test with at least 25 wpm with 80% accuracy).
• Must be capable of performing office organization, filing, and managing multiple calls. Must be able to utilize a calculator for addition, subtraction, multiplication and division to track downtime.
• Must be capable of maintaining confidentiality with business and personal information.
• Must Interface with all levels of employees, both internal and external, in a proactive and professional manner.
• Must possess time management skills and demonstrate good judgment to be able to multi-task. Persistency and creativity are necessary in managing priorities and mechanics availability.
• Must be able to work in an industrial/manufacturing Pharmaceutical environment and be able to wear appropriate Personal Protective Equipment (PPE) such as safety shoes, safety glasses, etc. as required in the manufacturing environment.
• Must be able to perform duties in a busy environment where there is consistent traffic flow without becoming distracted.
• Maintain accurate work-order information, including:
  • Equipment/asset identification
  • Problem description
  • Priority
  • Assigned personnel
  • Start and completion times
  • Labor hours
  • Parts/material requirements
  • Work status
  • Failure information
  • Comments and supporting documentation
  • Monitor preventive maintenance work orders and communicate overdue or approaching-due activities.
  • Ensure completed work orders contain sufficient information to support maintenance history and equipment reliability analysis.
  • Identify incomplete, duplicate, or incorrectly assigned work orders and coordinate corrections.
  • Support accurate maintenance labor-hour tracking.
  • Coordinate immediate response to critical equipment failures.
  • Identify the appropriate qualified resource based on the equipment and failure type.
  • Maintain communication with Operations during breakdowns and provide status updates.
  • Escalate situations involving safety, product quality, environmental impact, or significant production interruption.
  • Maintain accurate documentation of major breakdowns and response activities.

The Maintenance Dispatcher may monitor and report maintenance performance indicators, including:

• Maintenance response time
• Mean Time to Respond (MTTR)
• Mean Time to Repair (MTTR)
• Equipment downtime
• Emergency work orders
• Preventive maintenance compliance
• Backlog
• Work-order aging
• Open corrective maintenance
• Labor utilization
• Planned vs. unplanned maintenance
• Work-order completion rate
• Repeat equipment failures

The Dispatcher should provide accurate information to Maintenance leadership to support daily management and continuous improvement.

Minimum Qualifications, Education & Experience

• Must be at least 18 years of age
• High School diploma; One (1) year dispatching experience or equivalent duties, preferably in a manufacturing environment.
• Associate degree or technical education in maintenance, engineering, business, or a related field preferred.

Physical Requirements and Work Environment

• General working conditions will mainly consist of working in an office environment. Will be expected to work around equipment as needed. Work environment varies depending upon task or area assigned during annual shutdown or other special assignments. Can be required to work in areas ranging from a clean room, to warehouse environment.
• Job duties are generally performed in a normal office environment with minimal physical effort. Must be able to lift up to 20 lbs. unassisted. Must be able to sit and stand as required for extended periods of time.

Travel Requirements

• Typically requires travel less than 5% of the time