Dispatch & Field Support Specialist

Description

OGD Overhead Garage Door is a growing, multi-brand commercial and residential garage door company that is changing the way garage door companies do business. With our training facility in Fort Worth, TX — and our dedication to growth and innovation — OGD has been named one of the best companies to work for across the country. For over a decade, we’ve delivered superior service to residential and commercial customers nationwide.

Position Overview:

We're looking for a Dispatch & Field Support Specialist to be the connective tissue between our customers, our technicians, and the schedule that keeps our residential garage door service running smoothly. This role is a hybrid of traditional dispatch and hands-on technical support — you'll route and manage technician schedules in real time, and you'll also serve as a first line of technical troubleshooting techs in the field.

This is a great fit for someone who is calm under pressure, enjoys problem-solving on the fly, and has a working knowledge of (or genuine interest in learning) garage door systems, openers, and common repair issues.

Responsibilities:

Dispatch & Scheduling

• Manage the daily dispatch board, assigning and adjusting technician routes based on job urgency, location, and skill match
• Monitor job status in real time and proactively re-route or re-prioritize as delays, cancellations, or emergencies arise
• Communicate schedule changes clearly to technicians and customers
• Maintain accurate job records and status updates in the service management system (e.g., ServiceTitan)

Field & Technical Support

• Serve as a resource for technicians who need help troubleshooting a job on-site
• Help technicians identify parts needed for a job or when a job scope changes on-site
• Assist technicians in the field with the sales process — helping present options, pricing, and working through customer objections in real time to help close the job

Customer Communication

• Provide customers with accurate arrival windows, technician updates, and follow-up communication
• Handle rescheduling, complaints, and service-related questions with professionalism and urgency
• Other job duties as assigned

Requirements:

• 2+ years of experience in dispatch, scheduling, call center, or field service coordination (residential trades — garage door, HVAC, plumbing, electrical — a strong plus)
• Prior hands-on experience as a residential garage door technician or in a related trade preferred
• Comfort with dispatch/scheduling software and CRM systems (ServiceTitan experience a plus)
• Basic computer skills (navigating multiple systems/tabs, email, data entry)

Work Location: 

• Office-based role in Fort Worth, TX.

Schedule:

• Monday to Friday, 7 AM to 6 PM availability (7AM-4PM, 8AM-5PM, 9AM-6PM shifts)