Field Service Coordinator/Dispatcher

Hawthorne Machinery Co.•San Diego, CA

4d•$28 - $36

About The Position

The Field Service Coordinator/Dispatcher coordinates, schedules, and administers day-to-day field service operations to provide customer support and maximize service department efficiency. The position serves as the primary liaison among customers, field technicians, service management, and internal support teams. It ensures service requests are scheduled, dispatched, monitored, documented, and invoiced, while overseeing assigned Work-in-Process (WIP) and supporting excellent customer service. The role requires clear customer and internal communication, service estimates and quotations, work order administration, technician scheduling and dispatch, review of service reports, invoice processing, and monitoring of open work and technician performance. The position also coordinates emergency dispatch requests and works with credit and finance to support account verification and payment collection.

Requirements

Three to five years of general office experience.
Three to five years of customer service, relationship building, and/or sales experience.
PC skills are required.
Great communication skills.
Strong work ethic, flexibility, and the ability to work at a fast pace and under pressure.

Nice To Haves

Three to five years of heavy equipment parts/service experience preferred.
Bilingual skills preferred.

Responsibilities

Communicate with customers, field technicians, service management, and internal support departments to coordinate service operations.
Keep customers informed about technician schedules and arrival times, work status, delays, and service completion.
Apply knowledge of labor billing, travel charges, parts usage, warranty coverage, internal work, and customer-billable services.
Prepare, update, and communicate estimates and quotations for field repairs, preventative maintenance, and customer support.
Obtain and document customer authorization for labor, travel, parts, subcontractor services, and additional charges before work is performed.
Create and manage accurate service work orders, including coding, customer and equipment details, labor allocations, and billing requirements.
Schedule and dispatch technicians according to availability, skillset, geographic location, and customer priority.
Assign and communicate standard labor hours and job expectations to technicians.
Participate in daily service coordination meetings to review workload, priorities, technician availability, and customer commitments.
Coordinate with credit and finance to verify customer account status and support payment collection for completed service work.
Review technician service reports for accurate labor hours, parts usage, travel time, and completed work before billing.
Prepare and process customer invoices, proformas, and supporting documentation within established timelines.
Manage assigned WIP by monitoring open service calls, dispatch status, labor activity, and customer follow-up requirements.
Use standard jobs, service templates, and established repair procedures when applicable.
Monitor technician utilization, schedule adherence, and service completion performance.
Coordinate emergency and priority dispatch requests to support rapid response and minimize customer equipment downtime.