Field Service Dispatcher/Coordinator

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:

1. Provides timely and effective communication between customers, field technicians, service management, and internal support departments to ensure seamless service operations.
2. Maintains proactive communication with customers regarding technician schedules, arrival times, work status, delays, and service completion updates to meet and exceed customer expectations.
3. Demonstrates thorough knowledge of service operations, including labor billing, travel charges, parts usage, warranty coverage, internal work, and customer billable services.
4. Prepares, updates, and communicates accurate service estimates and quotations for field repairs, preventative maintenance, and customer support activities throughout the service life cycle.
5. Obtains and documents customer authorization for labor, travel, parts, subcontractor services, and additional charges before work is performed.
6. Accurately creates and manages service work orders, ensuring proper coding, customer information, equipment details, labor allocations, and billing requirements are captured.
7. Coordinates technician scheduling and dispatch activities, assigning work based on technician availability, skillset, geographic location, and customer priority.
8. Assigns and communicates standard labor hours and job expectations to technicians to support scheduling accuracy, productivity, and efficient utilization of resources.
9. Participates in daily service coordination meetings with supervisors, leads, and technicians to review workload, scheduling priorities, technician availability, and customer commitments.
10. Coordinates with credit and finance departments to verify customer account status and support timely collection of payments for completed service work.
11. Reviews and validates technician service reports to ensure labor hours, parts usage, travel time, and completed work accurately reflect services performed prior to billing.
12. Prepares and processes customer invoices, proformas, and supporting documentation accurately and within established timelines.
13. Actively manages assigned Work-in-Process (WIP) by monitoring open service calls, dispatch status,                    labor activity, and customer follow-up requirements to achieve departmental performance                   
14. Utilizes standard jobs, service templates, and established repair procedures whenever applicable to        improve scheduling efficiency, consistency, and service quality.
15. Monitors technician utilization, schedule adherence, and service completion performance to optimize field resources and maximize customer responsiveness.
16. Coordinates emergency and priority dispatch requests to ensure rapid response and minimal equipment downtime for customers.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have three (3) to five (5) years of general office experienc
2. Must have three (3) to five (5) years of customer service, relationship building and/or Sales experien
3. Three (3) to five (5) years of heavy equipment parts/service experience preferred.
4. PC skills are require
5. Must have great communication skills.
6. Bilingual preferred
7. Strong work ethic, flexibility, ability to work at a fast pace and under pressur

PHYSICAL DEMANDS:

1. Walking and moving about on foot often through uneven terrain.
2. Handling: Picks up items, helps or works with hands.
3. Lifting: May lift up to 25 lbs.
4. Reaching: Extends hands and arms in any direction.
5. Stooping: Bends body downward and forward by bending at knees or waist.
6. Standing: Remains in standing position. If required to perform various functions of the job.
7. Climbing: In and out of equipment.
8. Vision: Reads computer screens, work tickets and parts books.
9. Talking: Communicates via telecommunications and in person.
10. Sitting: Sits in equipment and in vehicles

ENVIRONMENTAL:

1. Noise: May work in conditions with constant or intermittent noise.
2. Temp/Weather: Works in an office environment
3. Exposure: Foul odors, fumes and harsh substances.

HERE’S WHAT WE OFFER…

• Competitive Compensation
• A great work environment and culture
• Career growth and advancement opportunities
• Training
• Medical, Dental and Vision plans
• Medical Video Appointments available
• Health Savings Account available
• Paid Time Off (PTO) Pay
• 401(k) Plan + Company Matching
• Health and Dependent Care Flexible Spending Accounts
• Life & Accident Insurance
• Employee Assistance Programs
• Legal Plan
• Travel Assistance Plan
• Wellness Programs
• Referral Bonus Program
• Longevity Bonus Program
• Recognition Programs and much more
• Hawthorne CAT discounts
• Boot Reimbursement
• Tuition Reimbursement
• Company-Supplied Uniforms
• Advanced Technical Training
• Estimated Compensation $28.00 - $35.97 Per Hour