Service Dispatch Coordinator - Power Systems Division

Fabick CAT•Eau Claire, WI

50d

About The Position

The Service Dispatch Coordinator plays a critical role in the daily operations of the Power Systems Service Department. Reporting to the Branch Manager, this position is responsible for scheduling technicians, managing work orders, coordinating with customers and internal teams, and maintaining accurate service records. The ideal candidate ensures efficient job execution, excellent customer service, and continuous process improvement.

Requirements

High school diploma or equivalent.
Previous experience in dispatching, scheduling, or administrative support.
Strong organizational and communication skills with excellent attention to detail.
Ability to work effectively in a fast-paced, customer-focused environment.
Proficiency with Microsoft Office applications (Outlook, Excel, Word).
Demonstrated reliability, professionalism, and ability to work as part of a team.

Nice To Haves

Experience in a service or technical environment (e.g., construction equipment, power systems, field service operations).
Experience using service management or dispatch software.
Knowledge of equipment, parts, and tools used in mechanical or electrical service work.
Familiarity with invoicing processes and job costing.
Additional technical, business, or administrative training or certifications.

Responsibilities

Schedule and dispatch field service technicians based on job requirements, technician skillsets, location, and availability.
Adjust schedules proactively to meet customer demands and optimize labor and resource usage.
Communicate job details, updates, and changes to technicians and customers in a timely and professional manner.
Track job progress to ensure timely completion and update records accordingly.
Order and track necessary parts and tooling to support field service operations and meet project timelines.
Open, update, and close work orders in the service management system.
Ensure accuracy in job documentation, including timecards, labor entries, and billing segments.
Monitor credit approvals and enforce COD collection requirements when applicable.
Process supplier invoices and ensure correct job allocation.
Maintain calibration certificates for testing equipment and tools.
Serve as a key point of contact for walk-in and phone-in service requests.
Maintain positive, courteous, and professional relationships with customers.
Resolve routine issues independently and escalate more complex concerns to the Branch Manager.
Support the company's image by ensuring high standards of customer interaction and responsiveness.
Assist in maintaining a clean, organized, and safe service facility, yard, and tool inventory.
Maintain accurate inventory records of all service equipment and tooling.
Ensure tools and equipment are properly maintained and calibrated.
Comply with all internal reporting, documentation, and recordkeeping requirements.
Provide regular updates and relay technician feedback, concerns, or suggestions to the Branch Manager or Field Service Supervisor.
Perform other duties as assigned to support the service department's success.
Participate in scheduled training sessions and meetings.
Take initiative in self-directed learning related to equipment, systems, and service procedures.
Strive for continuous improvement and professional growth within the role.