Dispatch & Field Support Specialist
About The Position
OGD Overhead Garage Door is seeking a Dispatch & Field Support Specialist to act as the crucial link between customers, technicians, and the operational schedule for their residential garage door services. This role combines traditional dispatch duties with hands-on technical support, involving real-time routing and management of technician schedules, as well as providing initial technical troubleshooting for field technicians. The ideal candidate is composed under pressure, adept at immediate problem-solving, and possesses knowledge of or a strong interest in learning about garage door systems, openers, and common repair issues.
Requirements
- 2+ years of experience in dispatch, scheduling, call center, or field service coordination (residential trades — garage door, HVAC, plumbing, electrical — a strong plus)
- Prior hands-on experience as a residential garage door technician or in a related trade preferred
- Comfort with dispatch/scheduling software and CRM systems (ServiceTitan experience a plus)
- Basic computer skills (navigating multiple systems/tabs, email, data entry)
Responsibilities
- Manage the daily dispatch board, assigning and adjusting technician routes based on job urgency, location, and skill match
- Monitor job status in real time and proactively re-route or re-prioritize as delays, cancellations, or emergencies arise
- Communicate schedule changes clearly to technicians and customers
- Maintain accurate job records and status updates in the service management system (e.g., ServiceTitan)
- Serve as a resource for technicians who need help troubleshooting a job on-site
- Help technicians identify parts needed for a job or when a job scope changes on-site
- Assist technicians in the field with the sales process — helping present options, pricing, and working through customer objections in real time to help close the job
- Provide customers with accurate arrival windows, technician updates, and follow-up communication
- Handle rescheduling, complaints, and service-related questions with professionalism and urgency
- Other job duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
