Facilities Maintenance Dispatcher

Position Summary

The Facilities Maintenance Dispatcher is responsible for coordinating and dispatching field technicians to customer locations for scheduled, preventive, and emergency maintenance and repair services. This position serves as a key communication link between customers, account managers, field technicians, and management to ensure work orders are assigned, completed, documented, and communicated efficiently.

The ideal candidate is highly organized, detail-oriented, calm under pressure, and able to effectively manage multiple priorities in a fast-paced facilities maintenance environment.

Essential Duties and Responsibilities

Dispatch & Scheduling

• Receive, review, prioritize, and dispatch maintenance and repair work orders to field technicians.
• Schedule technicians based on location, skill set, availability, urgency, and customer requirements.
• Monitor technician schedules throughout the day and make adjustments as necessary.
• Coordinate emergency and after-hours service requests.
• Communicate schedule changes, delays, cancellations, and urgent assignments to technicians and customers.
• Monitor technician arrival times and work order status to ensure timely service.
• Coordinate multiple technicians and service calls simultaneously.
• Enter, update, assign, and close work orders accurately in the company's work order management system.
• Review work orders for completeness and ensure technicians provide required notes, photographs, materials used, and completion information.
• Track outstanding, pending, and completed work orders.
• Follow up on incomplete work orders and ensure appropriate next steps are assigned.
• Identify work orders requiring additional authorization, materials, subcontractors, or management approval.
• Escalate urgent, high-dollar, safety-related, or customer-sensitive issues to the appropriate manager.
• Maintain regular communication with field technicians throughout the workday.
• Provide technicians with accurate work order details, customer information, site requirements, and special instructions.
• Assist technicians with obtaining additional information or approvals needed to complete work.
• Coordinate return trips when additional work, parts, or equipment are required.
• Monitor technician time, travel, and work order completion.
• Maintain accurate records of work orders, schedules, technician assignments, and customer communications.
• Review completed work orders for accuracy and completeness.
• Assist with tracking preventive maintenance schedules and recurring service requirements.
• Prepare daily and weekly reports regarding open, completed, overdue, and emergency work orders.
• Assist management with identifying scheduling issues, recurring service problems, and operational inefficiencies.
• Maintain confidentiality of customer and company information.
• Perform other duties and projects as assigned.

Qualifications

Required

• 2+ years of experience in dispatching, scheduling, facilities maintenance, construction, property management, field service, or a related industry.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities and work orders simultaneously.
• Excellent verbal and written communication skills.
• Strong customer service skills.
• Ability to remain calm and professional in a fast-paced environment.
• Strong attention to detail and accuracy.
• Proficiency with Microsoft Office, email, and scheduling/work order management software.
• Ability to work effectively with field technicians and management.

Preferred

• Experience dispatching maintenance, construction, electrical, plumbing, or other field-service technicians.
• Experience working with a computerized maintenance management system FACILIT
• Knowledge of facilities maintenance terminology 
• Experience coordinating emergency maintenance requests.