Service Scheduler-Dispatcher

Position Title: Service Dispatcher Office Location: Loganville, GA Exemption Classification: Salary Exempt Reports To: Service Manager Date: JOB SUMMARY: The Service Dispatcher keeps all Tomco Systems field technicians in the right place at the right time. This person books customer service calls, builds and adjusts daily technician routes, and is the main link between customers, technicians, and the service manager. ESSENTIAL DUTIES AND RESPONSIBILITIES: Scheduling Answer inbound calls, emails, and web requests; book service, repair, maintenance, and installation appointments. Build daily and weekly technician schedules based on skill set, location, parts availability, and job priority. Confirm appointments with customers and send reminders; reschedule cancellations and fill open slots. Manage recurring maintenance agreements so planned visits are booked on time. Dispatching Assign jobs to technicians and route them to reduce driving time and overtime. Track technicians in real time through GPS and the field service software; adjust routes as jobs run long or emergencies come in. Triage urgent and after-hours calls and dispatch the right technician quickly. Keep customers updated on arrival windows and delays. Coordination and records Work with the parts or warehouse team to confirm materials are ready before a job is dispatched. Enter and update work orders, job notes, and customer records accurately. Close out completed jobs and pass them to billing promptly. Escalate complaints, warranty issues, and callbacks to the Service Manager. Report on daily metrics such as jobs completed, technician utilization, and first-time fix rate. KNOWLEDGE, EDUCATION, EXPERIENCE AND/OR ABILITIES: Required High school diploma or GED. 2+ years in scheduling, dispatch, customer service, or a similar coordination role. Comfortable with computers, Microsoft Office or Google Workspace, and learning new software. Clear phone and written communication. Preferred Experience in a trade or field service business (HVAC, plumbing, electrical, appliance, equipment service, or similar). Hands-on use of field service software such as Service Titan, House call Pro, Jobber, Field Edge, or Salesforce Field Service. Knowledge of the local service area and its geography. Bilingual (English/Spanish) a plus. COMPETENCIES: Multitasking under pressure: handles ringing phones, radio or text traffic, and shifting schedules at the same time without losing track. Problem-solving: re-plans the day quickly when a job runs long, a truck breaks down, or an emergency call comes in. Customer focus: stay calm and friendly with frustrated customers and set honest expectations on arrival times. Attention to detail, enters addresses, job notes, and work order details correctly the first time. Team communication: gives technicians clear, complete job information and keeps the office informed. Organization: plans ahead for parts, permits, and access so technicians arrive ready to work. Environmental and Working Conditions: General Manufacturing environment, work can be inside or outside. Office-based, at a desk with phone, headset, and multiple monitors for most of the shift. Standard hours [e.g., Monday–Friday, 7:00 AM–4:00 PM], with rotating on-call or Saturday coverage during peak season. Fast-paced setting with frequent interruptions and changing priorities. AAP/EEO Statement TOMCO₂ Systems Company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and complying with all related employment regulatory requirements. We do not discriminate in employment related decisions based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. TOMCO₂ Systems Com…

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