Service Coordinator / Dispatch

Description

The Dispatcher / Service Coordinator is responsible for managing the daily scheduling and coordination of Service Technicians, ensuring efficient operations, timely billing, and exceptional customer service. This role supports both the Service and Construction departments by maintaining accurate records, processing service calls, coordinating materials, and ensuring all documentation is up to date and compliant with company standards.

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Responsibilities

Dispatching & Scheduling Service Technicians for daily service activities and ensure efficient routing. Ensure technicians are scheduled sufficiently in advance to maintain productivity and minimize downtime. Receive all incoming service calls and schedule technicians using the dispatch board. Set up service calls and issue call slips for each job.

Billing & Administrative Support Close out all call slips on a weekly basis to ensure accurate and timely billing. Perform weekly billing for service work and enter payables into the system. Verify weekly technician timesheets for accuracy. Issue purchase orders for both the Service and Construction departments as needed.

Customer & Contract Management Facilitate Service Contract renewals. Maintain and update site equipment files, ensuring accuracy of all equipment information. Enter new customer account information, including billing details and labor rates. Bring customer account issues or bad debt concerns to the attention of the Owner/Controller. Provide small repair quotes or work with the Service Sales team on replacement proposals.

Documentation & Data Management Enforce and support the company’s paperless documentation system. Input Service-related information for Construction jobs. Set up job numbers for all Service jobs. Review pricing for consumables and customer labor rates at least every six months.

Parts, Materials & Vendor Coordination Order parts and materials required by technicians for service calls. Order materials for monthly preventive maintenance work. Maintain communication with vendors and coordinate visits during monthly technician meetings. Assist in coordinating monthly Service Technician meetings with the Service Team Leader.

Qualifications

Previous experience in dispatching, service coordination, or a customer service–focused administrative role.

Proficiency with scheduling tools i.e. BuildOps or service management software.

Experience with service billing, invoicing, or purchase order processing.

Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Excellent verbal and written communication skills.

Ability to work independently as well as collaboratively within a team.

High level of accuracy and attention to detail in data entry and documentation. xywuqvp

Experience in HVAC including HVAC terminology, workflows and parts; mechanical contracting, or a related service industry is preferred.

Core Competencies

Strong problem-solving skills

Customer-focused attitude and professionalism

Ability to remain calm and organized under pressure

Effective multitasking and time management

High level of accuracy and accountability

Team-oriented mindset