USA Mechanical - Dispatcher

The Tustin Group•East Granby, CT

55d•Onsite

About The Position

The Mechanical Service Dispatcher is responsible for coordinating daily service operations, scheduling technicians, communicating with customers, and ensuring service calls are prioritized and completed efficiently. This role serves as the central point of communication between customers, technicians, service managers, vendors, and internal teams to support timely, professional, and high-quality service delivery.

Requirements

Prior dispatching, scheduling, customer service, or service coordination experience preferred.
Strong organizational skills with the ability to manage multiple priorities and time-sensitive service requests.
Excellent verbal and written communication skills.
Ability to remain professional and solution-oriented when working with customers and technicians under pressure.
Comfortable using computers, email, Microsoft Office, and service management or dispatch software.
Strong attention to detail and commitment to accurate documentation.
Ability to work independently while collaborating with service managers, technicians, and office staff.

Nice To Haves

Experience in HVAC, mechanical contracting, plumbing, construction, facilities maintenance, or a related service industry is a plus.

Responsibilities

Receive, review, and prioritize incoming service requests from customers, technicians, and internal team members.
Schedule and dispatch HVAC, plumbing, and mechanical service technicians based on urgency, technician skill set, location, and availability.
Maintain clear and timely communication with customers regarding appointment windows, technician status, delays, and follow-up needs.
Monitor technician schedules throughout the day and adjust assignments as needed to support emergency calls and operational changes.
Enter and update work orders, customer information, service notes, purchase orders, and status details in the dispatch or service management system.
Coordinate with service managers, project teams, parts personnel, and vendors to support efficient completion of service calls.
Track open calls and ensure proper documentation, follow-up, and closure of completed work orders.
Support after-hours or emergency service coordination as required.
Provide professional customer service while maintaining a calm, organized approach in a fast-paced environment.