Service Coordinator (Dispatcher)

Service Coordinator

At Brewer-Garrett, we help organizations make their building operate more efficiently improving comfort, reliability, energy performance, and operating costs through HVAC, electrical, automation, plumbing, and energy solutions.

Position Summary

As a Service Coordinator, you'll be at the center of our service team, scheduling and directing technicians to respond to our customers in a timely and efficient manner. You'll have the opportunity to solve problems, make decisions, build relationships, and see the direct impact of your work with our customers and team members. This role is for someone who enjoys being the person who keeps things moving and holds things together.

Key Responsibilities

• Communicate, prioritize, and coordinate work assignments through phone and email with technicians, managers, and customers
• Schedule preventive maintenance, reactive service calls, and project work in alignment with contractual requirements and operational capacity
• Generate preventive maintenance (PM) work orders monthly and ensure work is scheduled within assigned service windows
• Schedule preventive maintenance a minimum of two (2) weeks in advance with customers whenever possible
• Dispatch appropriate technicians based on skill level, nature of work, location, and urgency
• Provide logistical and administrative support to field personnel to maximize productivity and efficiency
• Calculate material needs and enter purchase order information accurately and timely
• Ensure technicians are completing paperwork properly, that it is submitted, and received, including work orders, tasking documents, and start-up sheets
• Complete weekly audits to ensure accuracy and completeness of service orders from technicians
• Conduct daily technician check-out processes to confirm work completion and address outstanding issues
• Maintain awareness of customers identified as credit risks and communicate concerns appropriately
• Be aware of financial performance risks of service contracts and projects; notify the Service Manager if financial targets are at risk
• Review and address required follow-up calls weekly to ensure timely follow-up and resolution
• Attend kick-off meetings for new service contracts as required
• Perform other duties as assigned within the scope of the role

This job description is not intended to be an exhaustive list of duties. Responsibilities may change at any time with or without notice.

Qualifications

• High School Diploma or equivalent required
• Minimum of five (5) years of experience in a customer service, dispatching, or scheduling role preferred
• Experience supporting field service, maintenance, or technical operations preferred

Knowledge, Skills & Abilities

• Proficiency in using phones, computers, and office equipment to support daily operations
• Proficiency with Microsoft Office Suite
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Ability to work effectively under pressure, particularly during periods of peak demand or extreme weather conditions
• Strong verbal and written communication skills with the ability to interact professionally with customers, technicians, vendors, and internal teams
• Demonstrated professionalism, tact, and sound judgment in all interactions
• Ability to build and maintain productive working relationships across departments and with external partners
• Attention to detail with the ability to manage paperwork, documentation, and data accurately
• Strong time-management skills and ability to meet deadlines with limited supervision
• Ability to maintain satisfactory attendance and reliability

Working Conditions & Physical Demands

This position operates primarily in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing systems. The work environment may include periods of heightened activity and urgency, particularly during peak service seasons.

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job.

• Ability to sit, stand, walk, and remain stationary for extended periods
• Frequent use of hands and fingers to operate computers, phones, and office equipment
• Ability to reach, bend, stoop, and climb stairs as needed
• Ability to communicate effectively through speaking and hearing
• Ability to lift or move office materials and supplies up to 20 pounds occasionally
• Ability to work under pressure during periods of high demand, which may coincide with extreme hot or cold weather conditions affecting service operations

Benefits

• Medical, Dental, and Vision
• 401(k) with Employer Match
• Employer-paid STD, LTD
• Life and Critical Care Insurance
• HSA & FSA
• Employee Assistance Program
• Paid-time off
• On-site gym
• Open-door policy
• Collaborative culture