USA Mechanical - Service Coordinator/Technician Dispatcher

The Tustin Group•East Granby, CT

16d•Onsite

About The Position

The Mechanical Service Dispatcher coordinates daily service operations, schedules technicians, communicates with customers, and helps ensure service calls are prioritized and completed efficiently. The position is the central point of communication among customers, technicians, service managers, vendors, and internal teams, supporting timely, professional, high-quality service delivery for HVAC, plumbing, and mechanical work. This primarily office-based role involves frequent phone, email, and service-system communication throughout the workday. Occasional schedule flexibility may be needed to support emergency service needs, high-volume periods, or after-hours coordination. USA Mechanical offers competitive compensation and a benefits package designed to support employees and their families; specific compensation and benefit details are discussed during the hiring process.

Requirements

Prior dispatching, scheduling, customer service, or service coordination experience is preferred.
Strong organizational skills and 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 under pressure with customers and technicians.
Comfort using computers, email, Microsoft Office, and service management or dispatch software.
Strong attention to detail and commitment to accurate documentation.
Ability to work independently and collaborate with service managers, technicians, and office staff.

Nice To Haves

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

Responsibilities

Receive, review, and prioritize service requests from customers, technicians, and internal team members.
Schedule and dispatch HVAC, plumbing, and mechanical service technicians based on urgency, skill set, location, and availability.
Communicate with customers about appointment windows, technician status, delays, and follow-up needs.
Monitor technician schedules and adjust assignments to respond to emergency calls and operational changes.
Enter and update work orders, customer information, service notes, purchase orders, and status details in dispatch or service management systems.
Coordinate with service managers, project teams, parts personnel, and vendors to support completion of service calls.
Track open calls and ensure 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.