Service Dispatcher

Primary Objective: Empire Petroleum Services (EPS) is seeking a detail-oriented, highly organized Service Dispatcher to coordinate service operations across our petroleum equipment and fueling infrastructure business. This role is the central communication hub between customers, technicians, and internal teams, ensuring timely, efficient, and accurate service delivery. The ideal candidate combines strong operational discipline and clear communication with the ability to stay calm, adjust quickly as priorities change, and lead with confidence while working as part of a team. Key Responsibilities: Call Management and Customer Coordination: Answer inbound service calls and emails in a professional and responsive manner. Triage service requests and gather accurate, complete job information. Partner with the Customer Service Representative to turn requests into scheduled work. Communicate service timelines and updates to customers. Technician Scheduling and Routing: Schedule and dispatch field technicians based on skill set, geography, urgency, and workload. Optimize daily routes across the Western New York service area to maximize efficiency and reduce drive time. Prioritize requests and re-prioritize quickly as emergencies, cancellations, and delays arise. Give clear direction to technicians, make firm and timely decisions, and monitor technician status throughout the day. Coordinate daily with the Field Service Supervisor on availability and workload, and with the Warehouse Coordinator on parts and equipment for scheduled jobs. Maintain visibility of open calls and the service backlog. Work Order Management: Create, update, and close work orders in the service management systems. Ensure accuracy of labor entries, parts usage, notes, and job documentation. Track work orders from initiation through completion. Keep accurate, easily retrievable service records to support compliance and audit requirements. Invoicing and Warranty Support: Assist with invoice preparation by verifying work order accuracy and completeness. Support warranty claim documentation and submission. Coordinate with manufacturers and suppliers on warranty approvals. Operational Support: Provide administrative support to service management as needed. Report scheduling issues, delays, and workload concerns to the Service Manager. Participate in process improvement initiatives. Perform other duties as required to support operational success. Qualifications and Skills: Required: High school diploma or equivalent required. Proficiency in Microsoft Office and service management software. Strong organizational, scheduling, and multitasking skills. Working familiarity with Western New York roads, towns, and travel patterns, or the ability to learn them quickly. Steady and decisive when conditions change, with the ability to adjust quickly as priorities shift. Confident and authoritative in directing technicians, while collaborative with colleagues. Clear and professional verbal and written communication skills. Preferred: 2+ years of dispatching, scheduling, or service coordination experience. Experience in petroleum equipment, construction services, mechanical trades, or field service operations. Petroleum industry experience is not required; we will train the right person on our equipment and products. Competencies: Operational planning and prioritization Attention to detail and accuracy Customer service orientation Time management Team collaboration with authority Problem-solving and adaptability Steady, decisive judgment Why Join EPS? At Empire Petroleum Services, you will be at the center of our operation, keeping technicians, customers, and colleagues connected every day. We offer a collaborative, growth-oriented environment within the petroleum service and fueling infrastructure industry, a specialized field where your work has an immediate and visible impact. We value accountability, operational excellence, and team-first execution, and we will train the right p…

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