Service Dispatcher

About the role

The Service Dispatcher is responsible for coordinating and optimizing the daily schedules of Service Technicians to ensure efficient, timely, and profitable service delivery. This role serves as a central communication hub between technicians, customers, warehouse, and management, while maintaining accurate scheduling, customer records, and on-call coverage. The Service Dispatcher plays a key role in driving customer satisfaction, technician productivity, and overall department performance.

Responsibilities

• Dispatch Service Technicians one call at a time using effective routing and scheduling practices
• Debrief technicians after each service call to capture updates, job status, and follow-up needs
• Debrief on-call technician each morning regarding overnight calls and outstanding issues
• Contact customers prior to dispatch to confirm availability
• Notify customers when technicians are running outside the scheduled time window or when rescheduling is required
• Respond to all overnight messages and customer emails in a timely manner
• Schedule and coordinate demand service calls as they are received
• Perform outbound calls to fill schedule gaps, including pulling forward maintenance visits when appropriate
• Create and update work orders as service calls are received
• Maintain and manage the dispatch board, reviewing schedules 2–3 days in advance
• Finalize and detail the following day's service schedule by 3:30 PM
• Notify warehouse staff of cancelled calls when parts have already been ordered
• Ensure required parts have been ordered for scheduled work (verification, not purchasing)
• Contact customers with "parts pending" status once parts arrive to schedule return visits
• Support positive customer experience by addressing and resolving low-level customer concerns
• Optimize technician routes to improve efficiency and support dispatching for profitability
• Maintain accurate customer files in ServiceTitan, including site-specific details (access issues, equipment, lifts, filters, etc.)
• Maintain and update the on-call schedule, including primary and standby technicians
• Maintain accurate customer history records to support efficient future service
• Communicate daily call capacity and scheduling constraints to the Service Manager and Customer Service Representatives
• Collaborate with the coordination team and department manager to support departmental goals
• Perform other related duties as assigned

Requirements