Laconia Refrigeration & New England Mechanical

HVAC/R Service Dispatcher

Location: Laconia, NH - office-based position

Keep the Team Moving. Keep Customers Informed.

Laconia Refrigeration and New England Mechanical are family-owned commercial HVAC and refrigeration companies serving customers throughout New Hampshire, Maine, Vermont, and Massachusetts. For more than 45 years, the company has earned a reputation for dependable service, knowledgeable technicians, and responsive customer support. As the company continues to grow, we are looking for an organized and experienced Dispatcher to help coordinate daily field operations.

We are seeking a proactive Dispatcher to manage technician schedules, coordinate incoming service calls, and ensure customers and field personnel receive timely, accurate information. This is a fast-paced position that requires strong judgment, attention to detail, and the ability to adjust schedules as priorities change. The ideal candidate has previous dispatching, customer service, project coordination, or HVAC service-industry experience and is comfortable managing multiple moving parts throughout the day.

Key Responsibilities

• Schedule service calls, create work orders, and coordinate appointments as requests are received.
• Build and manage the daily schedules of service and preventive-maintenance technicians.
• Dispatch technicians from home to their first service calls and communicate scheduling changes.
• Monitor incoming messages and respond promptly to customers, technicians, and office personnel.
• Use ServiceTitan to review work orders, open tickets, pending quotes, technician schedules, and incomplete jobs.
• Forecast the service department's workload two to three days in advance.
• Coordinate return visits and schedule technicians to complete pending work.
• Provide field technicians with customer histories, directions, job information, and general office support.
• Assist the Operations Manager and technicians with ordering parts and materials.
• Contact customers when ordered parts arrive and schedule follow-up appointments.
• Follow up with customers regarding pending and recommended work.
• Manage customer service portals, update work-order statuses, and communicate appointment times and parts-order information.
• Help ensure warranty returns and supporting documentation are completed on time.
• Track preventive-maintenance scheduling and completion.
• Maintain and communicate the rotating on-call schedule.
• Support other office team members to promote smooth and efficient operations.
• Follow company safety policies and complete other duties as assigned.

Qualifications

• Two or more years of related experience in dispatching, customer service, service coordination, or project management preferred.
• Previous HVAC, refrigeration, plumbing, electrical, or other field-service dispatching experience is strongly preferred.
• Advanced customer service skills and the ability to work effectively in a fast-paced office.
• Excellent telephone etiquette and strong written and verbal communication skills.
• Strong organizational, multitasking, route-planning, and problem-solving abilities.
• Familiarity with the company's New England service territory or the ability to quickly learn it.
• Strong computer skills, including Microsoft Office and Outlook.
• Experience with ServiceTitan or similar field-service software is preferred but not required.
• Ability to remain focused, professional, and effective under pressure.
• High school diploma or GED equivalent.

Pay and Benefits

• Full-time, W-2 employment.
• 25-35$ an hour based on experience.
• Employer-supported health insurance with family coverage options.
• SIMPLE IRA retirement plan with employer match.
• Affordable dental insurance options.
• Bonus potential.
• Training and opportunities for professional growth.
• Supportive, team-oriented working environment.

Why Laconia Refrigeration?

At Laconia Refrigeration, dispatchers play an essential role in helping technicians succeed and ensuring customers receive dependable service. You will join a close-knit, family-oriented company where your organization, communication, and decision-making will have a visible impact every day. With an established reputation, continued growth, and a supportive leadership team, this is an excellent opportunity to build a stable career in the HVAC and refrigeration industry.

Laconia Refrigeration encourages applications from qualified candidates of all backgrounds and experiences.