Dispatcher

GenServe • Fremont, CA

21d • Onsite

About The Position

The Dispatcher will own and manage the dispatch board daily to ensure all scheduled work is accurate, organized, and up to date. This role involves scheduling service calls, maintenance, inspections, and project work efficiently by considering geography, drive time, technician skill set, job scope, and estimated labor hours. The Dispatcher will maximize technician productivity by keeping schedules full, minimizing downtime, and reducing unnecessary travel gaps. They will also confirm all scheduled jobs a minimum of two (2) weeks in advance whenever possible and ensure all work orders contain complete and accurate information. Maintaining clear communication with technicians and customers regarding schedule changes, priorities, delays, and customer expectations is crucial. The Dispatcher will monitor technician progress, prioritize emergency calls, coordinate with management, and support company revenue goals. Availability for after-hours emergency calls and weekend work is required, along with maintaining professionalism and composure under pressure. Escalation of issues to management when necessary is also a key responsibility.

Requirements

• Proficiency in managing a dispatch board.
• Ability to schedule service calls, maintenance, inspections, and project work based on urgency, priority, customer commitments, and technician availability.
• Skill in efficient scheduling considering geography, drive time, technician skill set, job scope, and estimated labor hours.
• Ability to maximize technician productivity by keeping schedules full, minimizing downtime, and reducing unnecessary travel gaps.
• Experience in front-loading the month to maintain strong revenue production.
• Ability to confirm scheduled jobs at least two weeks in advance.
• Capability to ensure work orders contain complete and accurate information.
• Strong communication skills for interacting with technicians and customers.
• Ability to monitor technician progress and adjust schedules as needed.
• Skill in prioritizing emergency and high-impact service calls.
• Ability to coordinate with Service Ops Manager, Sales, and Operations teams.
• Capability to review upcoming workload and identify potential issues.
• Ensuring technicians are dispatched with proper information, tools, equipment, and documentation.
• Ability to track open calls, incomplete work, callbacks, and rescheduled jobs.
• Experience maintaining accurate scheduling records, notes, job statuses, and customer updates within ServiceTitan.
• Ability to support company revenue and operational goals.
• Availability for after-hours emergency calls and weekend work.
• Ability to document after-hours calls accurately.
• Capacity to maintain professionalism, urgency, and composure under high-volume scheduling demands.
• Willingness to escalate customer issues, scheduling conflicts, manpower shortages, or operational concerns to management.

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.

What This Job Offers

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