Service Dispatcher / Coordinator

About the role

PDS Tech Commercial is partnering with a leader in the HVAC manufacturing and service industry to hire an organized and customer-focused Service Dispatcher/Coordinator. As a Service Dispatcher, you'll be the hub of daily field service operations—dispatching technicians, coordinating service requests, optimizing schedules, and ensuring every job is assigned efficiently. Your ability to balance priorities and communicate effectively will help keep technicians productive and customers satisfied.

Responsibilities

• Answer incoming customer calls and create accurate dispatch tickets for every service request
• Schedule and dispatch daily technician work orders, ensuring the scope of work, priorities, and time requirements are clearly communicated
• Optimize technician routes to maximize efficiency while meeting customer commitments and service-level expectations
• Prioritize repair requests and adjust schedules to accommodate urgent and emergency service calls
• Partner with the Service Manager and Account Management Processor to prepare bi-weekly technician schedules
• Proactively distribute daily work orders and ensure technicians have the information needed to complete each assignment successfully
• Adhere to scheduling guidelines and work order priorities to maintain efficient field operations
• Track and document non-productive technician time
• Maintain customer records, dispatch documentation, and billing files
• Participate in Daily Management Board (DMB) meetings, reporting on key performance indicators (KPIs) and contributing ideas to improve service performance
• Complete assigned follow-up tasks and escalate scheduling or operational issues that could impact customer service
• Ensure Standard Operating (S&O) guidelines and best practices are consistently followed
• Provide administrative and operational support as business needs require

Requirements

• High school diploma or GED
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Excellent customer service, communication, and interpersonal skills
• Strong computer proficiency, including Microsoft Office and scheduling or dispatch software
• Ability to make sound decisions and adapt quickly to changing priorities
• Strong attention to detail and commitment to accuracy
• Ability to work collaboratively with technicians, managers, and customers
• Ability to work onsite

Pay

$15.38 per hour

Benefits

• Medical, dental, and vision insurance
• Life insurance
• Short-term disability
• Additional voluntary benefits
• Employee Assistance Program (EAP)
• Commuter benefits
• 401K plan
• Paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law
• Holiday pay where applicable

Schedule

Monday to Friday, 7:00 AM to 4:00 PM (onsite in Baltimore, MD)