Service Dispatcher / Service Coordinator
Job Summary
We are seeking an organized and customer-focused Service Dispatcher / Service Coordinator to coordinate field service technicians, schedule repairs, manage work orders, and ensure excellent customer service. This role works closely with technicians, customers, the Service Manager, and the Parts Department to maintain efficient daily operations and minimize service delays.
Key Responsibilities:
- Schedule and dispatch technicians based on availability, skills, location, and urgency.
- Coordinate emergency repairs, preventive maintenance, warranty work, and scheduled service calls.
- Monitor technician schedules, job progress, productivity, and daily time reporting.
- Communicate with customers regarding service requests, estimated arrival times, repair updates, and delays.
- Create, update, and monitor service work orders, ensuring accurate customer, equipment, labor, and parts information.
- Track open and aging work orders and ensure completed work orders are submitted for billing.
- Coordinate with the Parts Department to verify parts availability and schedule follow-up visits.
- Adjust schedules as priorities change to minimize travel time, downtime, and unnecessary overtime.
- Address customer concerns professionally and escalate unresolved issues to management.
- Communicate scheduling conflicts, service delays, and operational concerns to the Service Manager.
Required Qualifications and Skills:
- Strong organizational, multitasking, and time-management skills.
- Excellent customer service, telephone, and communication skills.
- Ability to prioritize multiple service requests in a fast-paced environment.
- Strong problem-solving skills and the ability to remain professional under pressure.
- Familiarity with dispatch software, service management systems, or work order systems.
- Understanding of technician scheduling, productivity, and labor utilization.
Hourly Pay rate $16/hr. - $20/hr.
Working days/Hours M-F, 8-5 occasional OT possible.
Bilingual English/Spanish