Field Service Dispatcher

About the role

Overview The Field Service Dispatcher is responsible for coordinating with sales, service, and field service teams as well as with customers to optimize work order scheduling. Their goal is to maximize scheduling efficiency by dynamically re-routing and rescheduling work orders.

Reports To: Service Delivery Dispatch Manager | Department: Service Delivery | Job Status: Exempt

Responsibilities

• Overseeing daily scheduled work orders for installation and service technicians
• Dynamic routing of installation and service technicians to improve productivity and efficiency
• Proactively communicating with customers to reschedule work orders as necessary
• Answering incoming calls related to scheduling from sales, care, field service teams and customers
• Notifying customers of technician arrival times outside of scheduled time-window
• Coordinating and communicating scheduling of same-day installation and service work
• Communicating same-day work order cancellations to the field service team
• Rescheduling jobs at customer request
• Coordinating with customers and technicians to reschedule missed appointments
• Managing the stand-by appointment queue
• Working with field service managers to optimize scheduling lead times for installation and service work
• Working with service and installation managers to optimize and fill field tech availability based on demand

Qualifications

• 3-5 years dispatch experience preferred
• Ability to see a bigger picture regarding scheduling
• Familiarity with field service software and tools preferred
• Ability to work well under pressure
• Extensive attention to detail
• Excellent written and verbal communication skills
• Excellent interpersonal skills
• Ability to communicate quickly and effectively with customers and coworkers