Service Advisor & Dispatch Specialist

Job description

Service Advisor & Dispatch Specialist
EnergiTech Services | Kimberly, WI | Full-Time | Hourly
Department: Service
Reports To: Service Manager
FLSA Status: Non-Exempt


Position Summary
We're looking for a Service Advisor & Dispatch Specialist who thrives in a fast-paced environment and genuinely enjoys supporting both customers and field teams. You'll serve as a key link between our customers and our 12 field technicians across Wisconsin, Northern Illinois, and Upper Michigan - coordinating a high volume of service calls daily while also guiding customers through the service process from initial call to final invoice. If you have a service background, communicate clearly, stay calm under pressure, and love helping people, this role is for you.
Essential Duties and Responsibilities
1. Customer Service & Service Advising: Serve as the first point of contact for assigned customers. Listen to customer-reported issues, ask the right questions to assess equipment problems, and communicate service needs clearly and professionally. Provide accurate estimates including parts, labor, and shop supplies. Obtain customer approvals prior to work execution and keep customers informed throughout the service process. Resolve concerns or complaints to maintain a high level of customer satisfaction.
2. Estimating & Quoting: Prepare detailed service estimates that include parts, labor, and shop supplies. Leverage technical knowledge and available resources to ensure estimates are accurate and competitive. Follow up on open quotes and work with the service manager to ensure timely approvals.
3. Dispatch Coordination: Organize and monitor technician schedules, input service orders, and assign calls to the appropriate technicians based on skill set, availability, and location. Maintain communication with technicians throughout the service process to ensure timely updates and completion of work.
4. Customer Portal Management: Maintain fluency in multiple customer-facing service portals used by key accounts. Accurately submit work orders, maintain invoicing completion status, and ensure full compliance with each customer's specific portal requirements and workflows. Stay current with portal updates and communicate any compliance issues to the service manager promptly.
5. Compliance & Paperwork: Ensure all required state and inspection paperwork is accurate, completed, and submitted in a timely manner.
Additional Responsibilities
• Maintain compliance with company policies, procedures, and safety regulations
• Support management in process improvement initiatives related to dispatching, service efficiency, and customer satisfaction
• Assist with parts coordination and parts lookup to support service operations and minimize downtime
• Assist in administrative tasks and reporting as needed
• Perform other duties as assigned
Qualifications
Required:
• Experience in a service advisor, dispatch, scheduling, or service office role
• Demonstrated ability to write service estimates including parts, labor, and shop supplies
• Strong communication skills - clear, confident, and friendly on the phone
• Ability to multitask and reprioritize quickly in a high-volume environment
• Comfortable working with technology - ERP systems, Google Maps, Microsoft Office, or similar tools
• Strong organizational skills with the ability to manage multiple priorities
• Team-first mindset with a genuine desire to help customers and coworkers
Nice-to-Haves:
• Prior hands-on experience as a service technician or in a skilled trade
• Background in automotive, heavy equipment, HVAC, or petroleum equipment service advising
• Familiarity with petroleum equipment or fueling systems
• Experience with field service management software
Work Environment
This position operates primarily in an office environment with regular communication with field technicians and customers.
Compensation & Benefits
EnergiTech Services offers a competitive compensation package including health, dental, and vision insurance, 401(k) with company match, paid time off, tuition reimbursement, and performance-based incentives.