Field Service Dispatcher/Coordinator

Job Description

Job Description

We Build Better Communities

Be Part of the Hawthorne Difference!

  Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.

Every member of our team plays a significant role in our success. Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).

If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, you've come to the right place! At Hawthorne Cat, we're always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our people are our most valuable asset. That's why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

P OSITION SUMMARY:

The Field Service Dispatcher/Coordinator is responsible for the day-to-day coordination, scheduling, and administration of field service operations to deliver exceptional customer support and maximize service department efficiency for both internal and external customers. Serving as the primary liaison between customers, field technicians, service management, and internal support teams, this role ensures that service requests are accurately scheduled, dispatched, monitored, documented, and invoiced while actively overseeing assigned Work-in-Process (WIP) ensuring excellent customer service.

 

ESSEN TIAL FUNCTIONS:

1. Provides timely and effective communication between customers, field technicians, service management, and internal support departments to ensure seamless service operations.
2. Maintains proactive communication with customers regarding technician schedules, arrival times, work status, delays, and service completion updates to meet and exceed customer expectations.
3. Demonstrates thorough knowledge of service operations, including labor billing, travel charges, parts usage, warranty coverage, internal work, and customer billable services.
4. Prepares, updates, and communicates accurate service estimates and quotations for field repairs, preventative maintenance, and customer support activities throughout the service life cycle.
5. Obtains and documents customer authorization for labor, travel, parts, subcontractor services, and additional charges before work is performed.
6. Accurately creates and manages service work orders, ensuring proper coding, customer information, equipment details, labor allocations, and billing requirements are captured.
7. Coordinates technician scheduling and dispatch activities, assigning work based on technician availability, skillset, geographic location, and customer priority.
8. Assigns and communicates standard labor hours and job expectations to technicians to support scheduling accuracy, productivity, and efficient utilization of resources.
9. Participates in daily service coordination meetings with supervisors, leads, and technicians to review workload, scheduling priorities, technician availability, and customer commitments.
10. Coordinates with credit and finance departments to verify customer account status and support timely collection of payments for completed service work.
11. Reviews and validates technician service reports to ensure labor hours, parts usage, travel time, and completed work accurately reflect services performed prior to billing.
12. Prepares and processes customer invoices, proformas, and supporting documentation accurately and within established timelines.
13. Actively manages assigned Work-in-Process (WIP) by monitoring open service calls, dispatch status, labor activity, and customer follow-up requirements to achieve departmental performance
14. Utilizes standard jobs, service templates, and established repair procedures whenever applicable to improve scheduling efficiency, consistency, and service quality.
15. Monitors technician utilization, schedule adherence, and service completion performance to optimize field resources and maximize customer responsiveness.
16. Coordinates emergency and priority dispatch requests to ensure rapid response and minimal equipment downtime for customers.

 

EDUCA TION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have three (3) to five (5) years of general office experienc
2. Must have three (3) to five (5) years of customer service, relationship building and/or Sales experien
3. Three (3) to five (5) years of heavy equipment parts/service experience preferred.
4. PC skills are require
5. Must have great communication skills.
6. Bilingual preferred
7. Strong work ethic, flexibility, ability to work at a fast pace and under pressur

 

PHYS ICAL DEMANDS:

1. Walking and moving about on foot often through uneven terrain.
2. Handling: Picks up items, helps or works with hands.
3. Lifting: May lift up to 25 lbs.
4. Reaching: Extends hands and arms in any direction.
5. Stooping: Bends body downward and forward by bending at knees or waist.
6. Standing: Remains in standing position. If required to perform various functions of the job.
7. Climbing: In and out of equipment.
8. Vision: Reads computer screens, work tickets and parts books.
9. Talking: Communicates via telecommunications and in person.
10. Sitting: Sits in equipment and in vehicles

 

ENV IRONMENTAL:

1. Noise: May work in conditions with constant or intermittent noise.
2. Temp/Weather: Works in an office environment
3. Exposure: Foul odors, fumes and harsh substances.

 

HERE'S WHAT WE OFFER…

• Competitive Compensation
• A great work environment and culture
• Career growth and advancement opportunities
• Training
• Medical, Dental and Vision plans
• Medical Video Appointments available
• Health Savings Account available
• Paid Time Off (PTO) Pay
• 401(k) Plan + Company Matching
• Health and Dependent Care Flexible Spending Accounts
• Life & Accident Insurance
• Employee Assistance Programs
• Legal Plan
• Travel Assistance Plan
• Wellness Programs
• Referral Bonus Program
• Longevity Bonus Program
• Recognition Programs and much more
• Hawthorne CAT discounts
• Boot Reimbursement
• Tuition Reimbursement
• Company-Supplied Uniforms
• Advanced Technical Training
• Estimated Compensation  $28.00 - $35.97 Per Hour

Interested in joining the Hawthorne team? Check out our current available positions at:

ACCOMMODATIONS:  Reasonable accommodations for essential functions of the position will be considered.

Hawthorne Cat® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D

Hawthorne Cat® Participates in E-Verify.