This role requires you to be highly organized, and detail-oriented to manage the daily coordination of service calls, technician scheduling, and customer communication. This role is essential to ensuring smooth field operations, efficient technician routing, and exceptional customer experiences.
The ideal candidate thrives in a fast-paced environment, is a strong communicator, and has experience using dispatch or field service software (e.g., FieldEdge).
The essential functions include, but are not limited to the following:
Daily Scheduling & Dispatching
- Assign and dispatch technicians based on skillset, job type, and geographic location.
- Monitor job progress and communicate updates or changes with field staff and customers.
- Maintain an organized and efficient job board throughout the day to reduce downtime and increase job completion.
Customer Service & Communication
- Answer incoming service calls, emails, and messages with professionalism and urgency.
- Provide customers with job updates, ETA notifications, and appointment confirmations.
- Handle last-minute schedule changes and resolve scheduling conflicts.
Coordination & Workflow Optimization
- Work closely with service technicians, office staff, and sales teams to ensure accurate and timely job execution.
- Verify that all required information (materials, notes, permits, etc.) is included before job dispatch.
- Optimize routes for field teams to reduce travel time and increase productivity.
Software & Documentation
- Use dispatching software (FieldEdge, etc.) to schedule jobs, update statuses, and log notes.
- Track job progress and completion in real time.
- Assist in generating service reports, job summaries, and technician performance data.
Support & Cross-Functional Tasks
- Deposit A/R checks daily.
- Work with the inventory/purchasing team to confirm material availability before dispatching.
- Support administrative tasks related to job closeout, customer follow-up, or warranty claims.
- Collaborate with operations leadership to improve dispatch procedures and technician utilization.
Requirements
Minimum Qualifications (Knowledge, Skills, and Abilities)
- 2+ years in dispatching, scheduling, or operations coordination (HVAC, plumbing, or related field preferred)
- Experience using field service management software ServiceTitan
- Strong understanding of geographic mapping and technician routing
- Excellent communication and interpersonal skills
- Highly organized with strong multitasking abilities
- Able to work well under pressure and adapt quickly to changing priorities
- Comfortable with technology, CRM systems, and data entry
- Familiarity with HVAC systems and terminology.
- Experience optimizing routes and schedules for field service technicians.
- Knowledge of customer relationship management (CRM) tools.