Service Dispatcher

Service Dispatcher American Overhead Door and Dock Inc. - 2.7 Levittown, PA Job Details Full-time 1 hour ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Qualifications Customer communication Teamwork Logistics management Stress management Service scheduling ERP systems Team scheduling Attention to detail Organizational skills Dispatch software communication Cross-functional collaboration Process management Full Job Description Company Overview American Overhead Door and Dock LLC is one of the Mid-Atlantic's largest providers of loading docks, overhead doors, high-speed doors, and related services. We are committed to growth, excellence, and providing a supportive environment for our team members.' Position Overview We are seeking a highly organized, detail-oriented, and proactive Service Dispatcher to support our growing commercial service and installation operations. This individual will play a critical role in coordinating technicians, managing scheduling logistics, maintaining visibility within our ERP/field service software, and ensuring exceptional customer communication across multiple branch locations. The ideal candidate will have prior experience working within a service-based organization and possess strong ERP/field service management software experience. This role requires the ability to balance technician skillsets, geography, customer urgency, weather conditions, and operational efficiency while maintaining constant communication with internal teams and customers. This is a fast-paced operational role that directly impacts customer satisfaction, technician productivity, response times, and overall business performance. Key Responsibilities Scheduling & Dispatch Coordination Schedule and dispatch service technicians based on: o Technician skillset and certifications o Geographic efficiency and travel time o Job urgency and customer expectations o Weather conditions and site accessibility o Equipment, manpower, and job duration requirements Coordinate daily schedules across multiple branch locations to prevent overlap and maximize technician utilization. Continuously adjust schedules throughout the day based on emergencies, delays, weather, customer requests, or manpower availability. Ensure technicians are dispatched with proper job information, materials, and site details. ERP / Field Service Software Management Serve as a subject matter expert in the company's ERP and field service management software. Maintain accurate and real-time job statuses within the ERP system to provide visibility across the organization. Ensure work orders are updated, scheduled, dispatched, completed, invoiced, and closed out properly. Monitor scheduling boards, technician routes, labor hours, and workflow queues daily. Identify process inefficiencies and help improve workflow visibility and reporting accuracy. KPI & Performance Management This role will have direct responsibility for helping manage and improve operational KPIs including: Time to Schedule Technician Utilization Travel Time Efficiency Response Times Schedule Accuracy Job Completion Turnaround ERP Status Accuracy Customer Communication Metrics The Service Dispatcher will be expected to work closely with the Service department and proactively identify bottlenecks, scheduling conflicts, and inefficiencies that impact operational performance. Required Qualifications Minimum 2-5 years of dispatching, scheduling, or service coordination experience in a service or construction-related industry. Experience working with ERP systems and/or field service management software strongly preferred. Strong organizational and multitasking skills in a fast-paced environment. Ability to prioritize and make real-time scheduling decisions under pressure. Excellent communication and customer service skills. Strong understanding of geographic routing and scheduling logistics. Ability to work collaboratively across multiple departments and branch locations. Preferred Industry Experience Experience in one or more of the following industries is strongly preferred: Overhead Doors Loading Dock Equipment Commercial Construction Service-Based Contracting Industrial Equipment Service Masonry or Specialty Trades Key Competencies Strong problem-solving and decision-making skills High attention to detail Ability to think proactively and strategically Strong sense of urgency and accountability Ability to remain calm under pressure Team-oriented mindset with strong communication skills Customer-first mentality

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Application Question(s): What is your experience level with working in the overhead doors or docking industry?

Experience:

Service Dispatching:

2 years (Required) ERP systems: 1 year (Required)

Work Location:

In person