Service Dispatcher

Job Description

Job Description

Job Title: Service Dispatcher Job Description

The Service Dispatcher coordinates and supports daily field service operations by managing technician schedules, creating and assigning work orders, and serving as a primary point of contact for customers. This role uses Sage 300 CRE Service Management software and Microsoft Office tools to organize service activities, process time cards and reports, and ensure efficient, timely service for primarily commercial and industrial clients.

• Maintain daily schedules and workloads for service technicians using Sage 300 CRE Service Management software.
• Create and assign work orders to technicians for service work, routine maintenance, repairs, and return trips when parts are available.
• Schedule service calls and maintenance visits, ensuring customers are informed of company schedules and lead times.
• Take incoming customer calls and respond to all messages left overnight in a friendly and professional manner.
• Dispatch service technicians and coordinate all service calls as they are received.
• Maintain and update the dispatch board and service schedule, forecasting workload 2–3 days in advance.
• Support and schedule approximately 6–7 service technicians, managing 50–60 service calls and work orders weekly.
• Update and maintain service-related spreadsheets, including preventive maintenance agreements and associated records.
• Prepare preventive maintenance agreement proposals for new customers and enter new PM agreements into the system.
• Generate preventive maintenance work orders by season to ensure timely service delivery.
• Assist technicians in locating and purchasing parts as needed, and receive and maintain incoming parts inventory.
• Maintain online filter and belt lists and update customer files accurately and promptly.
• Review and compare service time cards to schedules, check for accuracy, and prepare them for payroll processing.
• Prepare service-related accounts payable invoices for the accounting team.
• Generate weekly workload reports, analyze findings, and review results with the management team.
• Provide clear and concise communication with department managers, employees, and customers to support smooth operations.
• Perform other service-related administrative and logistical duties as required.

• Minimum of 2+ years of related experience and/or training in customer service, dispatching, or project management, or an equivalent combination of education and experience.
• Strong dispatching experience, including coordinating service calls and managing technician schedules.
• Proven customer service skills with advanced communication abilities in both phone and written interactions.
• Proficiency using Sage 300 CRE Service Management software for dispatch and work order management.
• Solid computer skills, including Microsoft Excel and Microsoft Office applications.
• Ability to handle a high volume of service calls and work orders (approximately 50–60 weekly).
• Experience supporting and scheduling multiple service technicians (approximately 6–7 technicians).
• Detail-oriented approach with strong organizational and time-management skills.
• Geographical knowledge of service areas or strong map-reading skills to support efficient dispatching.
• Ability to analyze workload reports and service data to support operational decisions.

• High school diploma or General Education Degree (GED).
• Knowledge of the HVAC industry is recommended and beneficial.
• Experience in related service industries such as building maintenance, plumbing, electrical, or similar fields is valuable.
• Background in administrative support, logistics coordination, and driver or technician dispatch is an asset.
• Comfort working with service agreements, preventive maintenance programs, and seasonal scheduling.
• Ability to collaborate effectively with service technicians, office staff, and management.
• Strong problem-solving skills and the ability to prioritize tasks in a fast-paced environment.

This is a full-time, onsite role in a service-oriented office environment that supports primarily commercial and industrial clients, offering more stable and less seasonal work than residential service. Typical hours are Monday through Friday, 7:00 AM to 3:30 PM, with flexibility to work until 4:00 PM as required and some overtime when operational needs demand it. The role involves regular use of Sage 300 CRE Service Management software, Microsoft Excel, and other Microsoft Office applications, as well as frequent phone communication with customers and technicians. The position operates within a collaborative setting, working closely with service and office leadership, technicians, and accounting staff to ensure smooth daily operations.

This is a Contract to Hire position based out of Rochester, NY.

The pay range for this position is $23.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Rochester,NY.

This position is anticipated to close on Sep 28, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.