Dispatcher

Cat5 Resources

5h

About The Position

The Dispatcher coordinates field service and logistics scheduling from planning through completion by assigning technicians, vendors, and deliveries, building efficient routes and schedules, confirming access and material readiness, and maintaining continuous communication with the field.
This role requires an experienced dispatch professional who can actively drive improvements in dispatch operations, scheduling workflows, and logistics coordination to increase efficiency, visibility, and service performance.
The Dispatcher is accountable for schedule integrity (no missed deadlines), rapid issue resolution for technicians/vendors,
accurate system updates, and cross-functional coordination with CSRs, Parts, and Billing—including readiness support for
disaster recovery events.

Requirements

• Advanced dispatch and logistics scheduling expertise in high-volume, multi-market environments.
• Strong dispatch judgment: matching the right technician or vendor to the right job quickly.
• Ability to design and improve dispatch and scheduling workflows, not just execute existing processes.
• Route planning and logistics optimization mindset (efficiency, sequencing, contingency routing).
• Strong analytical and operational judgment to balance technician capacity, logistics timing, and customer commitments.
• Clear communication under pressure (short, accurate, action-focused).
• Customer service and field-support instincts with a solution-oriented approach.
• Attention to detail for access notes, credentials, logistics constraints, and schedule dependencies.
• Comfortable working across multiple systems, mapping tools, and high message volume.
• Proven ability to drive operational change and adoption of new dispatch processes or tools.

Nice To Haves

• Extensive dispatch and scheduling experience in field services, telecom, utilities, maintenance, or logistics operations, with demonstrated responsibility for complex, multi-resource scheduling.
• Familiarity with work order systems and mapping/routing tools (e.g., Google Maps, Maptive, MapPoint, Google Earth, RouteSavvy) and reporting tools.
• Experience leading or supporting dispatch transformation, workflow redesign, or operational automation initiatives.

Responsibilities

• Triage, review, and assign work orders to technicians and vendors based on skillset, location, workload, and customer priority.
• Confirm scope readiness before dispatch (required info present, access notes complete, site constraints understood).
• Ensure assignment is acknowledged and understood by the technician/vendor.
• Develop daily and weekly routes and schedules to improve response times and reduce wasted travel.
• Maintain contact with technicians/drivers throughout the day to manage pacing, ETAs, and changes.
• Collaborate with management to modify routes, make real-time adjustments, and update schedules to meet customer needs and operational priorities.
• Anticipate upcoming work and plan long-term scheduling needs to prevent backlogs.
• Review site access notes and work order history to confirm gate codes, security check-in procedures, escort requirements, and restricted access windows.
• Coordinate appointments with site owners/customers to arrange escorts and site entry as required.
• Ensure access credentials are current, submitted, and compliant prior to dispatch; escalate issues that risk delay.
• Support technicians with directions, gate codes, access troubleshooting, and onsite coordination needs.
• Provide customer service for technicians/vendors and resolve issues that may delay completion (access, scheduling conflicts, site restrictions, customer questions).
• Maintain strong working relationships with technicians and customers to reduce friction and stress caused by last-minute changes.
• Coordinate with the Parts Department to ensure equipment and materials are shipped to the correct destination (technician, site, warehouse, or staging location).
• Confirm parts delivery timing aligns with scheduled work and adjust schedules when parts delays occur.
• Act as the dispatch-side owner for work that is blocked by parts by resequencing schedules to avoid technician and vendor idle time.
• Build and manage logistics-based schedules for technicians, vendors, and material movement to support operational execution.
• Integrate technician availability, site access windows, parts availability, and delivery timing into a single executable schedule.
• Optimize schedules and routes to reduce idle time, repeat visits, and travel inefficiencies.
• Own and resolve schedule conflicts caused by logistics constraints (parts delays, delivery changes, site access limitations).
• Identify dispatch and scheduling process gaps and actively propose workflow improvements, automation opportunities, and system enhancements.
• Dispatch and track technicians assigned to work orders and monitor progress and ETAs through completion.
• Update work order records with clear notes, schedule dates, routing/ETA changes, and key access instructions to preserve operational continuity.
• Generate and distribute required reports from proprietary systems (daily and weekly performance, status, backlog, scheduling coverage, logistics readiness, etc.).
• Identify technician/vendor performance concerns (missed ETAs, repeated reschedules, communication gaps, quality issues) and report to appropriate management.
• Escalate risks early when deadlines, customer commitments, or safety and compliance requirements are threatened.
• Remain available and responsive for disaster recovery events based on company activation needs.
• Support Command Center dispatch operations during DR events, including rapid routing, schedule coverage, logistics coordination, and field communications.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed