Careers

Position Summary 

The Service Dispatcher is responsible for the full coordination and control of the service schedule (Including Service/Maintenance Technicians), ensuring the right technician is assigned to the right job at the right time. This role is central to daily operations and requires strong decision-making, organization, and communication skills. 

The Dispatcher manages the dispatch board, oversees appointment scheduling from daily/ weekly, through long-term planning, ensures all job information is accurate and complete, and acts as the communication hub between customers, technicians, and internal team members. 

Core Responsibilities 

Dispatch & Scheduling Management 

• Maintain full control of the dispatch board and service schedule.  

• Manage the schedule for all service and maintenance appointments based on priority, geography, technician skill set, and efficiency.  

• Continuously review and adjust the schedule hourly, daily, weekly, and monthly.  

• Reschedule and optimize routes to maximize productivity, revenue and minimize drive time.  

• Schedule return visits once parts arrive (does not order parts).  

Call & Work Order Accuracy 

• Review and update all job work orders to ensure complete and accurate information, including:  

• Filter sizes  

• Equipment details  

• Parts needed  

• Clear description of issue or repair  

• Edit and clarify technician notes for consistency and understanding.  

• Ensure all calls are properly documented and closed out and invoiced accurately.  

Technician Coordination 

• Assign calls based on technician skill level, location, and workload.  

• Communicate with technicians throughout the day to address issues or changes.  

• Ensure technicians are prepared with the necessary information and parts for each job.  

• Anticipate technician needs for upcoming appointments.  

• Assist technicians with uploading job photos and documenting work details when needed.  

Customer Communication 

• Communicate appointment confirmations, updates, delays, and changes with customers.  

• Notify customers of technician delays and provide updated arrival windows.  

• Follow up with customers to:  

• Approve Estimates  

• Schedule return visits  

• Confirm billing details and payment methods  

• Reschedule jobs as needed 

• Maintain a professional, clear, and customer-focused communication style.  

Parts & Internal Coordination 

• Coordinate with Service Manager and Assigned Parts Person regarding ordering parts, availability and status.  

• Track open jobs waiting on parts and schedule promptly upon arrival.  

• Follow up on weekend or prior service calls to confirm parts have been ordered.  

Administrative & Quality Control Tasks 

• Review previous day’s calls to ensure:  

• Jobs are completed  

• Charges are accurate  

• Documentation is complete  

• Process warranty paperwork and verify warranty credits.  

• Forward all service leads to Sales Coordinator.  

• Update customer accounts with:  

• Accurate contact information  

• Appropriate Tags 

• Access notes  

• Equipment details (including filter sizes)  

Operational Awareness 

• Monitor weather conditions and adjust scheduling to ensure safe and efficient operations.  

• Proactively identify scheduling conflicts or inefficiencies and resolve them.  

Daily / Ongoing Task List 

• Review prior day calls for accuracy and completion  

• Manage dispatch board in real-time throughout the day  

• Communicate continuously with technicians, customers and CSR’s 

• Adjust and optimize schedules as needed  

• Verify all upcoming calls have complete and accurate information  

• Track parts status and schedule return visits  

• Process warranties and administrative items  

• Follow up on open calls, approvals, and pending work  

• Forward leads and coordinate with internal team members  

Key Expectations 

• Maintain full ownership of the schedule and dispatch board  

• Ensure maximum efficiency, productivity, and customer satisfaction  

• Keep all communication clear, timely, and professional  

• Operate with a proactive mindset, anticipating issues before they arise  

• Maintain accurate and complete job information at all times 

• Maintain internal communication with the CSR and Admin Team 

DispatchPro Implementation & ServiceTitan Optimization 

• Work closely with our internal ServiceTitan Specialist to support configuration and updates of the DispatchPro platform as an extension of ServiceTitan.  

• Utilize your working knowledge of ServiceTitan, dispatch workflows, and scheduling best practices to help design and implement an efficient dispatch structure.  

• Collaborate on building and refining:  

• Technician skill tags and capabilities  

• Job types and prioritization rules  

• Scheduling logic based on revenue potential, efficiency, and technician strengths  

• Assist in aligning DispatchPro with real-world operations, ensuring the system reflects:  

• Technician skill sets and performance  

• Geographic efficiency and routing  

• Service and maintenance priorities  

• Provide feedback to improve usability, workflow efficiency, and overall system performance.  

• Continuously work with internal Service Titan Specialist to optimize dispatch processes within ServiceTitan and DispatchPro to improve scheduling accuracy, technician productivity, and revenue generation.  

Role Impact 

This position is critical to the success of the service department. The Dispatcher directly influences technician efficiency, revenue generation, and customer experience by ensuring every call is properly scheduled, executed, and followed through.