A Dispatcher answers emergency calls and relays information from callers to the appropriate police, fire or ambulance staff. Speaks calmly with callers to get the information needed for emergency personnel. Keeps detailed records of calls and responses.
Service Dispatcher / Coordinator Department Field Service Operations Reports To Service Operations Manager FLSA Status Non-Exempt Employment Type Full-Time Location Green Pond Job Code
OPS-201 JOB SUMMARY
The Service Dispatcher/Coordinator is responsible for scheduling and dispatching field service technicians, coordinating service calls and work orders, and serving as the communication link between customers, technicians, and management. This role ensures service requests are prioritized and routed efficiently, technician schedules and routes are optimized, and customers are kept informed throughout the service process.
KEY RESPONSIBILITIES
Receive, log, and prioritize incoming service requests and work orders from customers and internal teams Schedule and dispatch field technicians based on job priority, location, technician availability, and skill set Monitor technician schedules and routes throughout the day, adjusting assignments as priorities or emergencies arise Communicate with customers to confirm appointment windows, provide status updates, and relay ETAs Serve as the primary point of contact for technicians in the field, providing job details, customer information, and support as needed Track open, in-progress, and completed work orders in the dispatch/service management system, ensuring records are accurate and up to date Coordinate with parts, inventory, and warehouse teams to ensure technicians have the equipment and materials needed for scheduled jobs Escalate service delays, equipment issues, or customer complaints to the Service Operations Manager as needed Prepare daily/weekly dispatch reports summarizing call volume, response times, and technician utilization Support after-hours or emergency dispatch coverage on a rotating basis, as required
QUALIFICATIONS & EXPERIENCE
High school diploma or equivalent required; associate degree preferred 1-3 years of experience in dispatch, scheduling, or service coordination, preferably in a field service, maintenance, or distribution environment Proficiency with Microsoft Office (Excel, Outlook); experience with dispatch, CMMS, or field service management software is a plus Ability to manage a high volume of calls, work orders, and schedule changes in a fast-paced environment
KNOWLEDGE, SKILLS & ABILITIES
Strong verbal communication skills with the ability to relay clear, concise instructions to technicians and customers Excellent multitasking and prioritization skills, with the ability to adjust plans quickly as situations change Strong geographic and route-planning awareness to optimize technician schedules Calm, professional demeanor when handling urgent or escalated service issues Team-oriented with the ability to coordinate across service, warehouse, and customer-facing teams
PHYSICAL REQUIREMENTS
Ability to sit for extended periods while monitoring dispatch systems Ability to use a computer and phone. Occasional lifting of up to 15 lbs. (office supplies, materials)
WORK ENVIRONMENT
This role is primarily performed in an office or dispatch center setting with regular use of computers. The role may require flexibility in scheduling, including early morning, evening, or on-call/after-hours coverage to support field service operations.
Pay:
$38,000.00 - $50,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
