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Service Dispatcher - HVAC/R
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Atlantic Mechanical
Weymouth, MA (In Person)
Full-Time
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Job Description
Service Dispatcher - HVAC/RPosition OverviewWe are seeking a detail-oriented Service Dispatcher to coordinate HVAC/R field service operations. The Service Dispatcher will manage incoming service requests, assign and route technicians, maintain clear communication with customers and field staff, and ensure timely, efficient completion of service calls. This role supports operational excellence, improves first-time fix rates, and enhances customer satisfaction.
Key ResponsibilitiesAnswer and triage incoming service calls and online requests, capturing accurate job details and customer expectationsSchedule and dispatch HVAC/R technicians based on skillset, location, and priority, using dispatching software and GPS toolsMonitor technician status and job progress in real time to update customers and adjust schedules as neededCoordinate emergency and after-hours service requests, escalating urgent issues to management when requiredPrepare, assign, and close work orders in the companys service management system; ensure accurate documentation of labor, parts, and job notesCommunicate clearly with customers about arrival windows, delays, and job outcomes to maintain high levels of customer serviceOptimize routing and technician assignments to reduce travel time and improve productivityCollaborate with parts, billing, and service management teams to ensure technicians have necessary materials and paperworkQualificationsHigh school diploma or equivalent; associate degree or technical training preferred2+ years of dispatching, scheduling, or coordination experience in the HVAC/R or related field strongly preferredWorking knowledge of HVAC and HVAC/R systems, common service procedures, and parts terminologyProficient with dispatching software, GPS/tracking tools, and basic office software (MS Office or equivalent)EPA Section 608 certification is a plus; bilingual candidates are a plusBenefitsMedicalDentalVision401k with 4% matchPTOCompany vehicle or car allowanceHealth savings accountPersonal developmentContinuing education creditWork with a happy crew!
Key ResponsibilitiesAnswer and triage incoming service calls and online requests, capturing accurate job details and customer expectationsSchedule and dispatch HVAC/R technicians based on skillset, location, and priority, using dispatching software and GPS toolsMonitor technician status and job progress in real time to update customers and adjust schedules as neededCoordinate emergency and after-hours service requests, escalating urgent issues to management when requiredPrepare, assign, and close work orders in the companys service management system; ensure accurate documentation of labor, parts, and job notesCommunicate clearly with customers about arrival windows, delays, and job outcomes to maintain high levels of customer serviceOptimize routing and technician assignments to reduce travel time and improve productivityCollaborate with parts, billing, and service management teams to ensure technicians have necessary materials and paperworkQualificationsHigh school diploma or equivalent; associate degree or technical training preferred2+ years of dispatching, scheduling, or coordination experience in the HVAC/R or related field strongly preferredWorking knowledge of HVAC and HVAC/R systems, common service procedures, and parts terminologyProficient with dispatching software, GPS/tracking tools, and basic office software (MS Office or equivalent)EPA Section 608 certification is a plus; bilingual candidates are a plusBenefitsMedicalDentalVision401k with 4% matchPTOCompany vehicle or car allowanceHealth savings accountPersonal developmentContinuing education creditWork with a happy crew!