Service Dispatcher

We offer complete, single-source facility solutions. Our offerings include commercial MEP solutions, sheet metal construction, preventive maintenance and service, building automation, energy management, and more. Job Summary Air Systems, Inc. is seeking a Service Dispatcher that is responsible for coordinating daily HVAC service operations, including scheduling technicians, managing work orders, and ensuring timely communication with customers and field. This role directly impacts technician utilization, response times, and the accuracy of billing and payroll.

#airsys Essential Duties & Responsibilities Technician Scheduling & Dispatch

Build and maintain daily and weekly technician schedules based on priority, geography, and skillset Dispatch technicians to service calls using dispatch software, phone, and email Adjust schedules in real-time to account for emergencies, delays, and cancellations Ensure technicians have complete job information, site contacts, and necessary materials before arrival

Work Order Management & Documentation

Create, update, and close work orders with accurate labor hours, job notes, and billing details Verify technician time entries daily to support payroll and billing accuracy Ensure all required documentation is complete before closing work orders Maintain accurate records of service calls, customer requests, and contract work

Customer Communication

Serve as the primary point of contact for incoming service calls and scheduling requests Provide customers with clear updates on technician arrival times, delays, and job status Respond to customer inquiries and service issues with timely follow-up

Field Coordination & Support

Communicate continuously with technicians regarding job status, schedule changes, and priorities Coordinate with Purchasing to ensure materials and equipment are available ahead of scheduled work Help resolve scheduling conflicts and field issues that impact job completion Escalate service delays or customer concerns to management as needed

Operational Support

Support service operations with administrative tasks including filing, reporting, and data entry Assist Service Team Manager with project coordination and internal initiatives as needed Maintain organization of service records and documentation for both service and retrofit departments

Role Requirements

Ability to work extended hours and overtime during peak service periods Strong attention to detail in scheduling, documentation, and work order management Ability to coordinate effectively with technicians, customers, and internal teams Maintain professionalism in all customer and team interactions Perform other duties and responsibilities as assigned

Performance Expectations (Key Metrics) The Dispatcher is expected to meet the following standards:

Response Time: Incoming service calls answered or returned within defined SLA (e.g., same day or within 1 hour for urgent requests) Schedule Efficiency: Maintain high technician utilization with minimal downtime between calls Work Order Accuracy: Complete and accurate work order closure with minimal billing or payroll corrections On-Time Dispatching: Technicians dispatched on schedule with minimal delays Customer Communication: Professional, proactive updates provided for schedule changes or delays Data Accuracy: Work orders, customer information, and service records consistently maintained without errors

Qualifications Required Qualifications

High School Diploma or GED Required Exceptional customer service The aptitude to connect with and gain respect of field personnel to obtain direct answers in difficult situations Excellent oral and written communication Comfortable with learning new software programs Ability to manage multiple priorities in a fast-paced environment Strong communication skills with both customers and field personnel Proficiency in Microsoft Excel and Word

Preferred