Dispatch Coordinator

About the role

The Dispatch Coordinator maintains the daily schedules of Service Technicians and handles incoming service calls. You will dispatch technicians, keep the customer database updated, and ensure customers and internal partners are informed about service delivery, including lead times and dispatch schedules. The role focuses on clear, concise communication to provide top-quality customer service in a cost-efficient manner.

Responsibilities

• Handle the dispatch process from initial service call to completion:
  • Take incoming customer calls and schedule/coordinate all service calls as they are received.
  • Dispatch Service Technicians for each call.
  • Monitor technician's progress while on call and adjust dispatches as necessary.
  • Respond to all messages left overnight.
• Document all activity and keep internal partners updated, including the Service, Account, and Purchasing Teams, as well as department managers.
• Create dispatch tickets for all service calls.
• Debrief Service Technicians after completion of each call.
• Maintain the dispatch board(s)/schedule.
• Forecast workload for 2–3 days out.
• Maintain "On-Call" schedules for Service Technicians.
• Plan, schedule, and manage customer's preventative maintenance and work orders by priority.
• Regularly review work order backlog.
• Monitor and maintain work order network.
• Dispatch and coordinate company driver deliveries and equipment to site or technicians.
• Perform other related duties as required and assigned.

Requirements

• High School Diploma/GED.
• 3–5 years of dispatch experience.
• Computer knowledge must include MS Office: Word, Excel, and Outlook.

Skills

• Excellent oral and written communication skills.
• Ability to multitask under pressure.
• Experience managing and prioritizing multiple projects.
• Strong organizational skills.
• Geographical knowledge of service area or map reading skills.
• Experience with FM Facility Maintenance (recommended but not required).
• Self-sufficient and able to work with little direct supervision.
• Honest team player, growth-oriented, ability to do whatever it takes safely.

Physical Requirements and Working Conditions

Work is performed in a normal office environment. The employee is frequently required to sit, stand, walk, hear, see, and talk. Specific vision abilities required include close vision for computer work. Light to moderate lifting may be required. Employees may be required to visit customer sites and/or complete a ride-along with a field technician as part of their employment.