Field Service Dispatcher

Job Description: Field Service Dispatcher Department: Service Reports To: Service Manager Position Type: Full-Time Position Summary The Field Service Dispatcher is responsible for coordinating and dispatching field service technicians to customer locations for the diagnosis, repair, maintenance, and servicing of construction equipment, forklifts, and related material handling equipment. This position plays a critical role in ensuring efficient utilization of field service technicians, timely response to customer service requests, and effective communication between customers, technicians, parts, and the service department. The ideal candidate is highly organized, customer-focused, adaptable, and capable of managing multiple priorities in a fast-paced dealership environment. Key Responsibilities: 1. Field service and dispatch Schedule and dispatch field service technicians based on customer needs, job priority, technician availability, location, and skill set. Coordinate daily technician schedules to maximize productivity and minimize travel time and downtime. Prioritize emergency breakdowns, equipment-down situations, and time-sensitive customer requests. Adjust schedules throughout the day as priorities change, communicating updates to technicians and customers. Ensure technicians have the necessary job information, service history, equipment details, and customer contact information before dispatch. Monitor technician workloads and assist with balancing assignments across the field service team. 2. Customer Service & Communication Serve as a primary point of contact for customers requesting field service support. Receive and process service calls, emails, and requests for equipment repairs and maintenance. Gather accurate information regarding equipment issues, model and serial numbers, location, and urgency of repairs. Provide customers with scheduling updates, estimated arrival times, and service status information. Proactively communicate delays, schedule changes, and outstanding service requirements. Maintain professional and positive relationships with customers, ensuring a high level of customer satisfaction. 3. Work Order & Administrative Management Open, review, and maintain accurate service work orders within the dealership's service management system. Ensure work orders contain complete customer, equipment, complaint, and job information. Monitor open work orders and follow up on outstanding jobs to ensure timely completion. Coordinate with the Parts Department to help ensure required parts are available for scheduled repairs. Track technician time, travel, job status, and service documentation as required. Assist with reviewing and closing completed work orders, ensuring required documentation is submitted. 4. Internal Department Coordination Work closely with the Service Manager and Service Advisors to coordinate service priorities and customer commitments. Communicate with Parts personnel regarding parts availability, special orders, and parts required for upcoming field repairs. Coordinate with the Shop Service Department when repairs need to be transferred from the field to the shop. Keep management informed of scheduling challenges, technician capacity, customer concerns, and potential service delays. Support communication between field technicians and other dealership departments to ensure an efficient service process. 5. Productivity & Performance Monitoring Monitor daily technician schedules and job progress. Identify opportunities to improve technician utilization, travel efficiency, and response times. Follow up on outstanding service calls and ensure jobs are progressing toward completion. Help identify scheduling bottlenecks and communicate opportunities for improvement. Support departmental service goals, productivity targets, and customer satisfaction objectives. Qualifications & Experience Previous experience in service dispatching, service coordination, or a similar administrative role, preferably …

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