Service Dispatch Coordinator

Service Dispatch Coordinator

Department: Service

Reports To: Customer Service Manager

Employment Type: Full-Time

FLSA: Non-exempt 

Salary: $ 23- 26 per hour depending on experience  

Position Summary

We are seeking a highly organized, proactive Service Dispatch Coordinator to manage daily and future scheduling, routing, and coordination for our field Service Technicians. This position plays a key role in keeping technicians productive, service calls running efficiently, and customers informed.

The ideal candidate is detail-oriented, comfortable managing changing priorities, and able to anticipate scheduling challenges before they become problems.

Key Responsibilities

•    Schedule and dispatch Service Technicians based on availability, skill level, location, job requirements, and customer priority.

•    Build efficient technician routes to minimize drive time and maximize productivity.

•    Maintain daily and future schedules while planning for PTO, training, call-outs, and service demand.

•    Monitor schedules throughout the day and adjust for cancellations, delays, emergencies, and other changes.

•    Review service calls for complete and accurate information before technician assignment.

•    Coordinate with Parts, Customer Service, Sales, Installation, and Service leadership as needed.

•    Communicate schedule and route changes to technicians and customers.

•    Monitor open service calls and assist with resolving scheduling or capacity issues.

•    Maintain accurate service and scheduling information within company systems, including NetSuite and PAI.

•    Proactively identify opportunities to improve scheduling, routing, and technician utilization.

Qualifications

•    Previous scheduling, dispatching, logistics, service coordination, or related experience preferred.

•    Strong organizational and time-management skills.

•    Excellent attention to detail.

•    Strong communication and customer service skills.

•    Ability to prioritize and make decisions in a fast-paced environment.

•    Strong problem-solving skills and ability to adapt quickly to changing circumstances.

•    Comfortable learning and working within multiple computer systems.

•    Dependable, proactive, and accountable with strong follow-through.

What Success Looks Like

The successful Service Dispatch Coordinator will help ensure the right technician is at the right customer at the right time, while creating efficient routes, maintaining accurate schedules, and delivering a positive customer experience.

This job description is not intended to be all-inclusive. Duties and responsibilities may change based on business needs, and additional duties may be assigned as necessary.