Dispatch & Operations Coordinator

McCoy-Rockford Inc•Houston, TX

2d•Onsite

About The Position

The Dispatcher – Service & Warranty Coordinator is responsible for coordinating field service operations, installation scheduling, warranty administration, technician dispatch, and operational administrative support. This role partners closely with Sales, Project Management, Customer Service, Warehouse, and Field Operations to ensure efficient scheduling, accurate documentation, timely customer service, and operational readiness.

Requirements

1–3+ years of dispatch, logistics coordination, customer service, scheduling, or route planning experience
High school diploma or GED required
A valid driver’s license and motor vehicle record that meets Company safety, operational, and insurance standards are required, as business travel between company locations, client sites, project sites, and other off-site destinations may be required.

Nice To Haves

Experience in construction, service, installation, or field scheduling environments preferred
Experience balancing manpower and routing strongly preferred
Associate degree in Logistics, Operations, Business Administration, or related field preferred
Transportation or fleet coordination systems experience preferred
Strong multitasking and organizational skills
Knowledge of scheduling systems
Strong communication abilities
Ability to work under pressure in fast-moving environments
Strong problem-solving and prioritization skills

Responsibilities

Develop and manage daily and short-term installation and service schedules.
Coordinate technician assignments, labor resources, vehicles, and equipment based on project priorities and customer commitments.
Adjust schedules to accommodate changing project demands, emergency service requests, and field conditions.
Balance crew utilization, overtime, and workload to maximize operational efficiency.
Coordinate project readiness by confirming material availability, site access, and crew readiness.
Provide backup support for the Parts & Service Supervisor as needed.
Communicate scheduling updates, route changes, labor adjustments, and project status to internal stakeholders.
Collaborate with Sales, Project Management, Warehouse, Customer Service, and Field Leadership to support successful project execution.
Respond promptly to scheduling conflicts, operational issues, and customer service needs.
Proactively communicate delays, material shortages, site readiness concerns, and schedule impacts.
Maintain accurate scheduling records, labor assignments, dispatch activity, and field updates.
Track schedule changes, technician utilization, warranty activity, and operational trends.
Prepare reports and documentation supporting operational planning, service performance, and leadership reporting.
Ensure timely and accurate data entry into company systems.
Schedule service requests received from customers, Project Managers, Customer Service Coordinators, and Sales.
Verify technician availability and dispatch service work through Hedberg.
Process warranty claims, customer quotes, vendor requests, and manufacturer warranty submissions.
Coordinate warranty approvals and communicate claim status to customers and internal stakeholders.
Collect and maintain required warranty documentation, including photographs and supporting records.
Monitor technician routes and confirm orders are released and free of credit holds prior to dispatch.
Coordinate customer-specific access requirements, including site badging, safety training, and credentialing.
Process EDI transactions and enter approved vendor orders.
Maintain complete and accurate service, dispatch, warranty, and compliance documentation.
Provide administrative support to the Operations team, including scheduling meetings, maintaining operational files, and preparing reports.
Prepare, distribute, and maintain installation schedules, service documentation, and operational reports.
Assist with work order creation, updates, closures, and document management within company systems.
Maintain technician certifications, safety documentation, customer site requirements, and compliance records.
Assist with fleet, equipment, and operational recordkeeping as assigned.
Support purchase order processing, vendor documentation, invoice reconciliation, and administrative follow-up.
Coordinate operational correspondence and maintain organized project and service files.
Support onboarding logistics for field employees, including required documentation, system setup requests, and operational resources.
Assist Operations leadership with special projects, reporting, and other administrative initiatives.
Ensure scheduling activities comply with company policies, safety requirements, customer site protocols, and fleet procedures.
Maintain accurate documentation supporting dispatch, labor allocation, warranty administration, and regulatory compliance.
Reinforce adherence to company operational standards, quality expectations, and customer service commitments.
Identify opportunities to improve scheduling efficiency, dispatch processes, labor utilization, workflow effectiveness, and customer responsiveness.
Recommend and support process improvements that enhance communication, technician readiness, service delivery, and operational performance.
Participate in continuous improvement initiatives that strengthen operational excellence and customer satisfaction.