Senior Service Coordinator/Dispatcher - Plumbing & HVAC

Who are we? Pacific West Mechanical is a well established and growing full service mechanical contractor. Our expertise is in service, preventative maintenance, and troubleshooting, of managed commercial and multi-family buildings in the Greater Vancouver Region. Role Overview Are you an experienced HVAC service professional with a strong background in dispatching, technician coordination, and service operations? Do you have the leadership skills to guide a team, make sound operational decisions, and drive performance in a fast-paced environment? If so, we’d love to hear from you. We are excited to welcome a Senior Dispatcher to our growing team. In this leadership role, you will oversee daily dispatch operations, provide direction and guidance to the dispatch team, and ensure our technicians have the resources and support they need to succeed. Beyond scheduling, you will play a key role in optimizing technician productivity, managing competing priorities, resolving complex operational challenges, and ensuring our Service team delivers an exceptional customer experience. You will bring hands-on HVAC industry experience, a strong understanding of service operations, and the ability to balance day-to-day demands with broader operational goals. You are a proactive problem-solver who takes initiative, communicates effectively, and leads by example. You thrive on developing others, improving processes, and creating a collaborative, accountable team environment. At our company, you’ll have the opportunity to make a meaningful impact on service operations, strengthen team performance, and contribute directly to the continued growth and success of the business. What We Offer ● We have a results-oriented culture at the heart of what we do – bonuses and career progression come from this; ● Top of market wage; ● Full benefits package; ● Vacation pay; ● Get paid every 2nd Friday; ● Ongoing training and educational opportunities; ● No on-call shift & No after-hours calls; ● Great team to learn from and solve problems with. We spend a lot of time together during the week and so having fun getting the job done is important to us! In This Role, You Will Leadership and Team Oversight ● Provide day-to-day leadership, direction, and support to the dispatch team, ensuring priorities are clear and operational expectations are consistently met. ● Oversee dispatch activities and ensure service requests are assigned, scheduled, and managed effectively across the team. ● Coach, mentor, and support dispatchers in developing their technical knowledge, decision-making abilities, customer service skills, and operational effectiveness. ● Establish consistent processes, standards, and best practices for scheduling, customer communication, job coordination, and dispatch administration. ● Monitor team performance, identify gaps, provide constructive feedback, and address workflow or performance concerns in collaboration with Service Management. ● Foster a culture of accountability, collaboration, professionalism, and continuous improvement. ● Serve as the primary escalation point for complex scheduling conflicts, urgent service requests, customer concerns, and technician-related operational challenges. Dispatch and Service Operations ● Oversee daily service scheduling and dispatch operations, ensuring resources are allocated effectively and service commitments are met. ● Assign the right technician to the right job based on technical expertise, HVAC experience, certifications, location, workload, customer requirements, and development opportunities. ● Establish priorities based on urgency, customer impact, service agreements, contractual obligations, technician availability, parts availability, profitability, and overall business needs. ● Balance immediate service demands with planned maintenance, quoted work, recurring service commitments, and longer-term scheduling requirements. ● Proactively identify scheduling conflicts, capacity constra…

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