Service Dispatcher

Job Title: HVAC Service Dispatcher

Location: Manchester, CT

Work Arrangement: In-office, five days per week (Mon–Fri). Typical office hours: 8:00 AM – 5:00 PM (subject to change with emergencies). Occasional after-hours or on-call coverage may be required.

Department: Service Reports To: Service Manager / Operations Supervisor

Job Summary: The HVAC Service Dispatcher coordinates and prioritizes all field service work orders for heating, ventilation, and air conditioning technicians from the Manchester, CT office. This role ensures efficient scheduling, timely service delivery, accurate work-order documentation, and excellent customer communication. The dispatcher acts as the central point of contact between customers, technicians, parts warehousing, and service management to maximize first-time fix rates, minimize travel time, and maintain high customer satisfaction.

Key Responsibilities:

• Receive, triage, and prioritize service requests based on urgency, contract commitments, and technician availability.
• Dispatch technicians using the company’s service management software, assign tasks, and optimize daily routes to maximize productivity.
• Schedule routine maintenance (PMs), emergency service calls, warranty work, and installations; coordinate with parts/warehouse for required equipment and parts.
• Communicate with customers to provide accurate arrival times, status updates, and any changes; manage customer expectations and de-escalate when necessary.
• Maintain and update work orders with accurate details, labor hours, parts used, and service notes; close tickets when work is completed and accurate billing information is captured.
• Monitor technician progress throughout the day; adjust schedules in real-time for delays, cancellations, or urgent emergencies.
• Track key performance indicators (KPIs) such as response time, on-time arrival, first-time fix rate, time-to-assign, and customer satisfaction.
• Collaborate with sales, estimators, and managers on service agreements, warranties, and special customer requests.
• Ensure compliance with safety policies and workmanship standards; escalate safety concerns promptly.
• Provide support to technicians with information, approvals, and access to required resources (e.g., permits, returns, or special equipment).
• Generate daily/weekly dispatch reports for management review and continuous process improvement.
• Coordinate with parts and inventory to ensure availability of necessary components for upcoming service calls.
• Assist with billing notes, warranty verifications, and coordination with accounting as needed.