Dispatcher, IT​/Tech

Overview

Cool Sys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi‑site rollouts across states.

Based in Southern California since 2007, Cool Sys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

Cool Sys was named one of America’s Greatest Workplaces by Newsweek.

We offer the following employee benefits packages:

• Competitive pay: $25-$38/hr – DOE
• Medical, Dental, Vision and Prescription coverage
• Paid vacation, holidays, and floating holiday
• 401(k)
• Company‑sponsored life insurance, optional AD&D, short and long‑term disability
• Tuition reimbursement
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and more
• Pet insurance
• Legal Plan, and  Protection

The Dispatcher 2 is responsible for overseeing the daily coordination and distribution of work to Technicians, ensuring efficient service delivery, and supporting dispatch team operations.

Key Duties:

• Evaluate and prioritize service requests, considering urgency, customer impact, SLA requirements, and resource constraints.
• Direct service calls to technicians, balancing skills, workloads, geographic locations, and availability to optimize efficiency.
• Collaborate with Service Managers and dispatch team members to resolve escalations and align resources with operational needs.
• Ensure compliance with SLAs and proactively address potential delays.
• Serve as point of escalation for complex or high‑priority service issues.
• Generate and review operational performance reports, identify opportunities for improvement, and recommend solutions.
• Conduct regular reviews of incomplete service calls for timely follow‑up.
• Assist in maintaining and updating “on‑call” schedules and verify coverage for all service areas.
• Support scheduling and completion of preventative maintenance tasks in collaboration with Service Managers.
• Develop a thorough understanding of market geography, technician expertise, and resource availability to enhance dispatch efficiency.
• Provide mentorship and training to dispatch team members, ensuring consistent application of best practices and policies.
• Perform additional tasks and responsibilities as assigned to support the team and operations.

• High school diploma or equivalent experience.
• Associate’s degree or technical certification in a related field (preferred).
• Technical (refrigeration) expertise (preferred).

• 3‑5 years of experience in dispatch operations, customer service, or a related field, preferably in a technical service environment.
• Proven ability to prioritize and manage multiple tasks in a fast‑paced environment.
• Strong organizational skills and attention to detail for accurate scheduling and reporting.
• Excellent communication skills, both written and verbal, with ability to maintain professional relationships with customers and internal teams.
• Strong problem‑solving skills and ability to remain calm under pressure.
• Demonstrated ability to work collaboratively in a team environment and provide mentorship to peers.
• Flexibility to adapt to changing priorities and work occasional evenings, weekends, or on‑call shifts as needed.
• Understanding and ability to follow all company policies and procedures, and all applicable State and Federal laws.
• Proficiency in typical business tools including e‑mail, Word, Excel, etc.

The role requires standing, sitting, walking, talking, hearing, using hands and fingers to operate office equipment. Employees may occasionally reach, stoop, kneel and lift up to 10 pounds or up to 25 pounds. Specific vision abilities: close vision and color vision.

This job operates in a clean,…