Field Service Dispatcher/Coordinator Job San Diego area,California USA,Customer Service/HelpDesk

Hawthorne CAT® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/Disability/Protected Veteran Status Hawthorne CAT® participates in E-Verify San Diego, California, United States

Position Title: Field Service Dispatcher/Coordinator

We Build Better Communities

Be Part of the Hawthorne Difference!

Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.

Every member of our team plays a significant role in our success. Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).

If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, youve come to the right place! At Hawthorne Cat, were always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our people are our most valuable asset. Thats why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

POSITION SUMMARY

The Field Service Dispatcher/Coordinator is responsible for the day-to-day coordination, scheduling, and administration of field service operations to deliver exceptional customer support and maximize service department efficiency for both internal and external customers. Serving as the primary liaison between customers, field technicians, service management, and internal support teams, this role ensures that service requests are accurately scheduled, dispatched, monitored, documented, and invoiced while actively overseeing assigned Work-in-Process (WIP) ensuring excellent customer service.

ESSENTIAL

FUNCTIONS

Provides timely and effective communication between customers, field technicians, service management, and internal support departments to ensure seamless service operations.

Maintains proactive communication with customers regarding technician schedules, arrival times, work status, delays, and service completion updates to meet and exceed customer expectations.

Demonstrates thorough knowledge of service operations, including labor billing, travel charges, parts usage, warranty coverage, internal work, and customer billable services.

Prepares, updates, and communicates accurate service estimates and quotations for field repairs, preventative maintenance, and customer support activities throughout the service life cycle.

Obtains and documents customer authorization for labor, travel, parts, subcontractor services, and additional charges before work is performed.

Accurately creates and manages service work orders, ensuring proper coding, customer information, equipment details, labor allocations, and billing requirements are captured.

Coordinates technician scheduling and dispatch activities, assigning work based on technician availability, skillset, geographic location, and customer priority.

Assigns and communicates standard labor hours and job expectations to technicians to support scheduling accuracy, productivity, and efficient utilization of resources.

Participates in daily service coordination meetings with supervisors, leads, and technicians to review workload, scheduling priorities, technician availability, and customer commitments.

Coordinates with credit and finance departments to verify customer account status and support timely collection of payments for completed service work.

Reviews and…

Field Service Dispatcher​/Coordinator

Field Service Dispatcher/Coordinator