Service Dispatcher & Scheduler

Technology Gateway is a security and technology integration company serving businesses and organizations across the Chicago area since 2006, with over 4,000 systems installed. We specialize in commercial security installation, video surveillance, access control, alarm monitoring, POS systems, structured cabling, and intelligent building solutions. We're built on integrity, technical excellence, and long-term client relationships — and we're growing.

The Service Dispatcher & Scheduler owns our daily dispatch board. You'll assign the right technicians to the right jobs, balance workload against emergencies and committed dates, and keep customers informed before they have to call us. This seat directly drives customer satisfaction, technician productivity, and our ability to deliver on what we promise.

This is a dedicated dispatch role. You own the board — nobody else touches it.

• Build and manage the daily dispatch board and technician schedules in Service Titan
• Assign technicians based on technical expertise, certifications, location, workload, and job priority
• Prioritize emergency service calls, committed appointments, and parts-ready jobs
• Monitor technician capacity throughout the day and adjust proactively for delays, cancellations, and emergencies
• Coordinate with purchasing to confirm equipment and materials are staged before scheduled work
• Communicate confirmations, arrival windows, delays, and schedule changes to customers promptly and professionally
• Complete end-of-day reconciliation — confirm completed work orders, outstanding jobs, and next-day readiness
• Maintain accurate scheduling records, technician notes, and customer communication logs
• Escalate capacity concerns before they impact customer commitments
• Identify ways to improve routing, technician utilization, and dispatch accuracy

• Technicians start every day with an optimized schedule and the information they need to finish the work
• Customers get accurate arrival windows and hear about changes from us first
• Daily schedules balance emergencies, committed dates, travel efficiency, and available capacity
• Service commitments consistently met

• Minimum 3 years of dispatching, scheduling, or service coordination experience
• Experience in field service, security, HVAC, electrical, plumbing, construction, or a similar trade
• Service Titan or comparable field service management software (strongly preferred)
• Experience coordinating multiple field technicians and daily service schedules
• Excellent verbal and written communication and professional phone presence
• Sound judgment under pressure, with the ability to anticipate scheduling conflicts before they happen
• Strong organizational skills and exceptional attention to detail
• Proficiency with Microsoft Office (Outlook, Excel, Word)
• High school diploma or equivalent required;
  Associate's degree in Business, Operations, or Logistics preferred
• Bilingual is a plus, not required

Extended periods seated at a computer. Ability to communicate by phone, video, and in person throughout the day. Occasional lifting of office materials up to 15 pounds. Comfortable in a fast-paced environment with frequent interruptions and shifting priorities.

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Technology Gateway recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.