Service Dispatcher – National

Crete United•Frisco, TX

About The Position

Crete United is seeking a highly organized and proactive Service Dispatcher to support the execution of our National HVAC Service operations . This role is responsible for intake of service calls, coordinating technician visits & dispatch, ensuring proper documentation is captured, and ensuring efficient field execution across our national network. The Service Dispatcher plays a critical role in ensuring that service requests are addressed quickly, technicians are deployed efficiently, and work orders move smoothly through the service lifecycle. This individual will work closely with field technicians, portfolio companies, subcontractors, and the Service Manager to maintain operational excellence and deliver a consistent customer experience. The ideal candidate thrives in a fast-paced environment, excels at problem-solving in real time, and has a strong understanding of service operations within HVAC, mechanical services, or facilities maintenance.

Requirements

2–5 years of dispatching experience in HVAC, mechanical services, facilities services, or a similar field service environment .
Experience using field service management software (e.g., FEXA, ServiceTitan, ServiceTrade, ServiceChannel, Salesforce Field Service, or similar platforms).
Strong organizational and multitasking skills with the ability to manage multiple service requests simultaneously.
Excellent communication skills and ability to coordinate effectively with field technicians and internal teams.
Ability to remain calm and solution-oriented in fast-paced or high-pressure service environments.
Strong attention to detail and commitment to operational accuracy.

Responsibilities

Dispatch & Scheduling Receive and prioritize incoming service requests from customers, account managers, and internal teams.
Dispatch HVAC technicians and subcontractors based on location, skill set, availability, and service urgency.
Coordinate emergency service calls and ensure rapid response for high-priority issues.
Maintain clear communication with technicians and portfolio company service divisions throughout the day regarding job status and schedule updates.
Work Order Management Create and manage service work orders within the field service management system.
Ensure accurate job details including site information, equipment details, service scope, and customer requirements.
Monitor open work orders and ensure timely completion and closeout by field technicians.
Escalate delays, scheduling conflicts, or service risks to the Service Manager when necessary.
Technician Coordination Act as the primary communication point between field technicians, portfolio company service divisions, and the National HVAC service operations team.
Confirm technician availability, job completion status, and service documentation requirements.
Support technicians with information needed to complete work orders efficiently.
Help ensure technicians properly document work performed, parts used, and job notes required for billing.
Operational Support Collaborate with National HVAC Service Operations team to ensure smooth handoff from service execution to billing readiness.
Track service requests and maintain visibility into service backlog and scheduling capacity.
Assist with coordinating subcontractor dispatch when internal technician resources are unavailable.
Support adherence to service level agreements (SLAs) for key national accounts.
KPI & Performance Support Support operational visibility into key service metrics such as: Technician utilization Response time Work order completion timelines Dispatch efficiency
Identify scheduling inefficiencies or recurring operational issues and communicate improvement opportunities to the Service Manager.