Dispatcher

Dispatcher Responsibilities

• Own and manage the dispatch board daily to ensure all scheduled work is accurate, organized, and up to date. 
• Schedule service calls, maintenance, inspections, and project work based on urgency, priority, customer commitments, and technician availability. 
• Schedule efficiently by considering geography, drive time, technician skill set, job scope, and estimated labor hours. 
• Maximize technician productivity by keeping schedules full, minimizing downtime, and reducing unnecessary travel gaps. 
• Front-load the month to maintain strong revenue production and avoid last-minute scheduling shortages. 
• Confirm all scheduled jobs a minimum of two (2) weeks in advance whenever possible. 
• Ensure all work orders contain complete and accurate information, including: 
• Detailed job summary and scope of work 
• Site-specific notes and special instructions 
• Customer contact information 
• Primary point of contact (POC) 
• Required materials, equipment, permits, and access requirements 
• Maintain clear communication with technicians regarding schedule changes, priorities, delays, and customer expectations. 
• Communicate proactively with customers regarding appointment confirmations, arrival windows, schedule changes, and job status updates. 
• Monitor technician progress throughout the day and adjust schedules as needed to address emergencies, delays, cancellations, or additional work requests. 
• Prioritize emergency and high-impact service calls while minimizing disruption to the existing schedule. 
• Coordinate with the Service Ops Manager, Sales, and Operations team to align scheduling priorities and manpower needs. 
• Review upcoming workload regularly to identify labor shortages, scheduling conflicts, and opportunities to improve scheduling efficiency. 
• Ensure technicians are dispatched with the proper information, tools, equipment, and documentation needed to complete work successfully and efficiently. 
• Track open calls, incomplete work, callbacks, and rescheduled jobs to ensure timely follow-up and completion. 
• Maintain accurate scheduling records, notes, job statuses, and customer updates within ServiceTitan. 
• Support company revenue and operational goals by maximizing billable hours and minimizing unproductive time. 
• Be available for after-hours emergency calls and weekend work to coordinate with customers, dispatch technicians, and create or update work orders for after-hours service requests. 
• Ensure all after-hours calls are documented accurately with complete customer, site, and service details for the responding technician. 
• Maintain professionalism, urgency, and composure while managing changing priorities and high-volume scheduling demands. 
• Escalate customer issues, scheduling conflicts, manpower shortages, or operational concerns to management when necessary.