HVAC Service Dispatcher Middletown Office
About The Position
USA Mechanical is an experienced full-service mechanical contractor located in East Granby, CT specializing in commercial HVAC, plumbing, piping, sheet metal & building automation systems. They provide 24/7 HVAC Service & Maintenance for all types of commercial facilities. The company partnered with Orion Services Group in 2021, a private equity-backed company focused on acquiring leading commercial field services companies. Orion aims to foster an environment where the best talent and field technicians thrive. 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 acts as the central communication hub between customers, technicians, service managers, vendors, and internal teams to ensure 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.
Benefits
- Competitive Salary, commensurate with experience.
- Company paid vacation and holidays.
- Company health care, vision, & dental benefits.
- Accidental Insurance
- Critical Illness Insurance
- Short-term & Long-term disability.
- Health Savings Plan.
- 401k plan with Company match.
- Company paid life insurance.
- Education and training opportunities.
- Company appreciation days.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
