Service Dispatcher

Job Description

The Service Dispatcher coordinates and supports daily field service operations by managing technician schedules, creating and assigning work orders, and serving as a primary point of contact for customers. This role uses Sage 300 CRE Service Management software and Microsoft Office tools to organize service activities, process time cards and reports, and ensure efficient, timely service for primarily commercial and industrial clients.

The Service Dispatcher coordinates and supports daily field service operations by managing technician schedules, creating and assigning work orders, and serving as a primary point of contact for customers. This role uses Sage 300 CRE Service Management software and Microsoft Office tools to organize service activities, process time cards and reports, and ensure efficient, timely service for primarily commercial and industrial clients.

• Maintain daily schedules and workloads for service technicians using Sage 300 CRE Service Management software.
• Create and assign work orders to technicians for service work, routine maintenance, repairs, and return trips when parts are available.
• Schedule service calls and maintenance visits, ensuring customers are informed of company schedules and lead times.
• Take incoming customer calls and respond to all messages left overnight in a friendly and professional manner.
• Dispatch service technicians and coordinate all service calls as they are received.
• Maintain and update the dispatch board and service schedule, forecasting workload 2–3 days in advance.
• Support and schedule approximately 6–7 service technicians, managing 50–60 service calls and work orders weekly.
• Update and maintain service-related spreadsheets, including preventive maintenance agreements and associated records.
• Prepare preventive maintenance agreement proposals for new customers and enter new PM agreements into the system.
• Generate preventive maintenance work orders by season to ensure timely service delivery.
• Assist technicians in locating and purchasing parts as needed, and receive and maintain incoming parts inventory.
• Maintain online filter and belt lists and update customer files accurately and promptly.
• Review and compare service time cards to schedules, check for accuracy, and prepare them for payroll processing.
• Prepare service-related accounts payable invoices for the accounting team.
• Generate weekly workload reports, analyze findings, and review results with the management team.
• Provide clear and concise communication with department managers, employees, and customers to support smooth operations.
• Perform other service-related administrative and logistical duties as required.

• Minimum of 2+ years of related experience and/or training in customer service, dispatching, or project management, or an equivalent combination of education and experience.
• Strong dispatching experience, including coordinating service calls and managing technician schedules.
• Proven customer service skills with advanced communication abilities in both phone and written interactions.
• Proficiency using Sage 300 CRE Service Management software for dispatch and work order management.
• Solid computer skills, including Microsoft Excel and Microsoft Office applications.
• Ability to handle a high volume of service calls and work orders (approximately 50–60 weekly).
• Experience supporting and scheduling multiple service technicians (approximately 6–7 technicians).
• Detail-oriented approach with strong organizational and time-management skills.
• Geographical knowledge of service areas or strong map-reading skills to support efficient dispatching.
• Ability to analyze workload reports and service data to support operational decisions.