Service Dispatcher

About the role

Milton CAT is seeking a highly organized, customer-focused Service Dispatcher to support the daily operations of our Service Department. The Service Dispatcher serves as the primary coordination point between customers, technicians, and internal teams, ensuring repairs, maintenance, and service requests are scheduled, communicated, and completed efficiently. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, balancing competing priorities, and delivering exceptional customer service. Successful candidates are process-oriented, detail-driven, and motivated to contribute to a high-performing service operation. For the right individual, this position offers opportunities for professional growth and advancement within the Service department.

Responsibilities

• Coordinate customer service requests by scheduling repairs, maintenance, inspections, and emergency service while maintaining clear communication throughout the service process.
• Schedule, route, and dispatch technicians based on customer needs, technician availability, skillset, location, and workload to maximize efficiency and service responsiveness.
• Monitor work progress and adjust schedules as needed to meet customer commitments.
• Manage service work orders from initiation through completion, ensuring labor, service reports, warranty information, invoicing requirements, and customer documentation are completed accurately and on time.
• Partner with Product Support, Parts, Sales, Credit, and other internal teams to resolve issues, support customer needs, maintain workflow visibility, and contribute to overall operational excellence.
• Responsibilities and requirements may evolve based on business needs, and additional duties may be assigned as necessary.

Qualifications

Required Qualifications

• High school diploma or equivalent required.
• Previous experience in dispatching, service coordination, customer service, operations, logistics, or a related field.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with Microsoft Office and business systems.
• Ability to perform effectively in a fast-paced, customer-focused environment.

Preferred Qualifications

• Experience within heavy equipment, construction equipment, fleet, trucking, industrial, power generation, or service operations environments.
• Previous dispatching or service department experience.
• Experience using ERP, scheduling, service management, or work order systems.
• Associate's or Bachelor's degree

Salary Range: $70,000 – $75,000 annually