Service Operations Dispatcher

Job Description

Job Description

Dispatcher – Service Operations

This position is ideal for someone who enjoys coordinating schedules, solving problems, communicating with customers and field personnel, and keeping operations running smoothly. The Service Operations Dispatcher serves as the communication hub between customers, Service Professionals, installs, inventory personnel, and internal departments; as well as performing other duties as time permits.

Location: Will work out of our Salina, Kansas office.

Hours: Mon – Fri from 8am – 4:30p

Starting Wage: $17/hr - $20/hr (Depending on experience)

Position Purpose: Responsible for coordinating the overall scheduling and dispatching of our service operations team by communicating with team members via the scheduling system, email and texts. Communicates and interacts with customers and co-workers professionally ensuring questions are answered accurately and in a timely manner. Functions as a team member within the department and organization, as required, and perform any duty assigned to best serve the company.

Major Functional Responsibilities:

Dispatching & Service Coordination (approximately 40% of time)

• Schedule and dispatch Service Professionals for service calls, preventative maintenance visits, and installations
• Coordinate daily service routes and technician schedules
• Communicate schedule changes, priority requests, and customer updates
• Monitor job progress and make real-time scheduling adjustments when needed
• Ensure Service Professionals have the information, parts, equipment, and documentation needed for successful job completion

Customer & Team Communication (approximately 20% of time)

• Serve as a primary point of communication between customers, Service Professionals, installers, sales representatives, and internal departments
• Assist customers with scheduling updates and service-related inquiries
• Follow up on open service requests and pending work orders
• Help ensure exceptional customer service throughout the service process

Service Management & Data Entry (approximately 15% of time)

• Create and maintain service tickets, work orders, customer records, and equipment information within Service Fusion
• Ensure all records are accurate, complete, and updated in a timely manner
• Generate reports and assist with service performance tracking
• Support documentation and process improvement initiatives

Parts, Equipment & Sample Logistics (approximately 10% of time)

• Coordinate movement of parts, equipment, and samples between facilities, customers, and Service Professionals
• Track incoming and outgoing equipment shipments
• Ensure parts and equipment are available for upcoming installations and service work
• Assist with sample fulfillment requests from the sales team
• Pick, package, ship, and track customer sample requests

Inventory Support (approximately 10% of time)

• Assist with inventory tracking, cycle counts, and inventory accuracy
• Coordinate inventory needs with warehouse personnel and Service Professionals
• Support receiving, stocking, replenishment, and inventory organization
• Maintain inventory records and reporting

Refurbishment & Equipment Development (approximately 5% of time)

• Learn equipment management and inventory best practices
• Assist with equipment inspections and condition assessments
• Support equipment cleaning, preparation, testing, and documentation
• Learn parts identification and quality control procedures

Education/Training/Experience :

• High School Diploma/GED or equivalent experience is required.
• Previous dispatching, scheduling, customer service, administrative, inventory, logistics, warehouse, or service coordination experience is preferred but not required

Physical Demands/Working Conditions :

• Frequent: Standing, Walking, Sitting, Grasping, Talking, Hearing, Repetitive Motions, Eye/Hand/Foot Coordination
• Occasional: Lifting, Carrying

Physical and Environmental Requirements

• Office

Travel Requirements

• Estimated to be 0%

Freedom To Act

Work is closely managed and reviewed for accuracy and adequacy. Follows specific, outlined, and detailed directions.

Problem Complexity and Problem-Solving Timeframes

Provides resolution to problems that are readily identifiable with limited scope and are resolved in accordance with standard practices, procedures, applications or routines. Problem/Task resolution timeframe: The majority of tasks typically take one to two days to resolve.

Level of Supervision Received

Under immediate supervision, performs assigned tasks only as instructed, subject to regular check of

performance.

Impact

Failure to accomplish results can normally be overcome without significant effect on the organization.

Contact with Others

Contacts are primarily with direct supervisor and others in group or department to give and receive information.