Service Scheduler / Dispatcher

Job Description

Job Description

The Service Scheduler is responsible for coordinating and scheduling service calls, communicating with customers to assess service needs, and dispatching technicians efficiently. This role serves as a primary point of contact for customers, ensuring timely scheduling of diagnostic and repair appointments while maintaining a high level of customer service. The Service Scheduler is also responsible for arranging travel accommodations for field service technicians, including flights, hotels, and rental vehicles as needed.

• Receive and respond to customer service requests via phone, email, and other communication channels.
• Communicate with customers to gather information regarding service issues and determine scheduling needs.
• Coordinate service appointments based on customer availability, technician schedules, geographic location, and business priorities.
• Schedule diagnostic, maintenance, warranty, and repair service calls.
• Dispatch service technicians and provide necessary job details, customer information, and service history.
• Arrange travel accommodations for service technicians, including flights, hotels, rental vehicles, and other travel logistics.
• Monitor service schedules and make adjustments as necessary to address customer needs, technician availability, emergency calls, or schedule changes.
• Maintain accurate service records, customer information, and scheduling data within the company's service management system.
• Serve as a liaison between customers, technicians, and internal departments to ensure prompt resolution of service-related issues.
• Provide customers with updates regarding technician arrival times, schedule changes, and service status.
• Assist in tracking service metrics, technician utilization, travel costs, and open service requests.
• Process service-related documentation and maintain organized records.
• Support continuous improvement efforts to increase scheduling efficiency and customer satisfaction.

Required Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Minimum of 2 years of experience in scheduling, dispatching, customer service, or administrative support roles.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Ability to effectively prioritize multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word.
• Experience with scheduling, dispatching, ERP, CRM, or service management software preferred.
• Ability to work independently while maintaining a high level of accuracy and attention to detail.

Preferred Qualifications

• Experience coordinating travel arrangements for employees or field personnel.
• Experience working in a service, manufacturing, construction, or field service environment.
• Knowledge of geographic routing and travel logistics.

About Panoramic Doors: Panoramic Doors is a U.S.-based manufacturer of premium custom multi-slide and pivot door systems engineered for seamless indoor–outdoor living.

Mission: We build doors crafted with precision, delivered with integrity and backed by a team committed to owning the outcome, building it better, and doing right by every customer.

Core Values: Integrity, growth mindset, teamwork, problem solving, accountability

Company Description

About Panoramic Doors: Panoramic Doors is a U.S.-based manufacturer of premium custom multi-slide and pivot door systems engineered for seamless indoor–outdoor living.\r\n\r\nMission: We build doors crafted with precision, delivered with integrity and backed by a team committed to owning the outcome, building it better, and doing right by every customer.\r\n\r\nCore Values: Integrity, growth mindset, teamwork, problem solving, accountability