HVAC Service Dispatcher

HVAC Service Dispatcher

Filter Services, Inc. believes that by helping maintain our customer's filtration systems, we help them protect their most valuable assets: their people, their equipment, and their products. Our filter change-out services provide optimal air quality and return precious time back to our customers that allows them to focus on other important tasks within their facilities.

Filter Services Inc., (FSI) is a leading Master Distributor of filtration-related products, catering to diverse industries. FSI changes over 2200 filters daily at more than 4000 accounts, serving large and small industrial facilities, commercial establishments, contractors, chain accounts, hospitals, and public buildings. FSI prides itself on a distinctive market position, prioritizing individuals with outstanding communication skills and valuing personal growth for superior performance. FSI is rapidly growing and expanded into the Minneapolis, Indianapolis and St. Louis metro areas under the subsidiary, Mission Filtration.

Top performers at FSI/M demonstrate integrity, teamwork, a passion for a remarkable customer experience, and an unwavering commitment to continuous improvement.

Team & Position Description:

The HVAC Service Dispatcher is responsible for the daily administration and logistical support to the Filter Services Inc/Mission Filtration Service Technician team. This role is primarily responsible for the efficient execution of the service schedule, maintenance of service information, updating the CRM software, and managing all related service documentation. The position will set, maintain and reschedule service dates in coordination with FSI end users, and the service manager and tech leads. It also plays an intrinsic role with on-call support of technicians and customers, resolution and escalation of service issues, management of service ticket routing, and assisting with special service-related projects.

What You'll Do Day To Day:

• Coordinate and route service drivers/technicians to ensure timely and efficient HVAC filter replacement services across assigned territories.
• Develop, adjust, and optimize daily and weekly service schedules to balance workload, meet service frequencies, and minimize travel time.
• Maintain accurate, real-time schedules within the company CRM, including service dates, site details, and technician assignments.
• Provide on-call support for all field technicians to address immediate concerns and service issues, which can include pulling equipment lists, documentation, on-site client contacts, identifying units, etc.
• Serve as the primary administrative point of contact for service changes, including reschedules, additions, cancellations, and emergency requests.
• Create, track, and administer cases related to scope changes, frequency adjustments, site modifications, and customer requests.
• Ensure all cases are properly documented, approved, and reflected in the NetSuite.
• Review service tickets and work orders for accuracy, completeness, and alignment with contractual service requirements.
• Ensure all service tickets are completed for invoicing by pre-established weekly deadline.
• Collaborate cross-functionally and in conjunction with Service Manager to ensure smooth transition from contract to execution.
• Sort and organize weekly service tickets and production orders.
• Track and revise survey (customer equipment list) forms
• Respond to all customer inquiries within 4 hours, escalating issues as necessary.
• When requested, send copies of completed service tickets to customers within 24 hours of service completion.
• Assist the Service Manager with special projects as needed.
• Other duties as required.

Requirements:

• Must have strong organizational skills and attention to detail.
• Previous experience in a similar administrative or support role, preferably in the HVAC or industrial distribution industry.
• Ability to handle multiple tasks and prioritize effectively.
• High school education or equivalent.
• Additional education or training in HVAC preventative maintenance, or a related field is a plus.
• Stand-alone experience in Microsoft Office or Google Work Space platforms.
• Experience with NetSuite or other Oracle Platforms is a plus.
• Comfortable and willing to interface regularly with contemporary technology.
• Excellent communication and interpersonal skills.
• Flexibility to be on-call and respond to urgent service needs.
• Bilingual Spanish is a plus
• Demonstrated experience managing service routes, installation schedules, and field operations across multiple customer sites
• Able to work with and be responsive to a cross functional team
• Exceptional customer service proficiency

Please note: This role will be filled by our internal talent acquisition team, so no assistance is needed from any outside staffing agency at this time.