Service Dispatcher Classification: Non-Exempt Schedule: Monday–Friday, 40 hours per week The Dispatcher coordinates customer service requests, technician schedules, and job follow-up to help deliver timely, reliable service. This position keeps customers and field technicians informed, maintains accurate service records, and works with managers, purchasing, and accounting to move jobs from initial request through completion and billing readiness. · Answer customer phone calls, emails, and portal requests professionally. Gather site information, equipment concerns, urgency, contact details, and required authorization, then enter accurate service calls into the dispatch system. · Prioritize and assign calls based on urgency, customer requirements, technician skills, location, availability, and parts readiness. Coordinate changes with the appropriate manager and communicate revised assignments promptly. · Monitor technician progress and open calls throughout the day. Identify delays, missed appointments, repeat visits, and jobs awaiting action; escalate issues that could affect safety, customer commitments, or timely completion. · Provide customers with scheduling information, arrival updates, job status, and next steps by phone, email, or customer portal. Document commitments and follow through on promised updates. · Support field technicians with work order details, site contacts, service history, required forms, and coordination with the appropriate manager or department. · Create purchase orders within company procedures and approval limits. Coordinate with purchasing or warehouse staff and follow up on ordered parts, delivery dates, backorders, and return visits. · Review service technician time for accuracy and job coding, resolve discrepancies, and approve time for payroll within assigned authority and established deadlines. · Follow up on technician notes, labor entries, parts usage, customer signatures, and required forms. Route complete records for billing and address missing information with the responsible employee. · Provide daily service call and project updates to the appropriate Dispatch, Service, Compliance, Construction, or Electrical Manager. Coordinate work that involves more than one department. · Maintain organized records, protect customer and company information, follow company procedures, and perform other duties as assigned. · At the start of the day, review open calls, technician availability, urgent requests, parts status, and customer commitments; confirm the dispatch schedule. · Throughout the day, update call status, monitor assignments, communicate changes, and follow up on outstanding customer and technician needs. · Before the end of the day, confirm completed and outstanding work, document the next action for unresolved calls, communicate priority issues, and prepare the next day’s schedule. Success is measured through consistent execution of the following expectations, with specific targets and review frequency established by management: · Service requests are entered accurately and assigned promptly according to urgency and customer requirements. · Technician schedules remain current, and scheduling decisions support productive use of technician time and efficient routing. · Customers receive timely updates, and service commitments or delays are communicated before they become complaints. · Open calls and parts orders have a documented status, responsible person, and next action; unresolved barriers are escalated promptly. · Time approvals meet payroll deadlines, and completed jobs have the documentation needed for timely, accurate billing. · Daily updates give managers clear visibility into workload, delays, customer concerns, and decisions requiring their attention. · Strong organization, attention to detail, and ability to manage changing pr…