Dispatch & Field Support Specialist

Description OGD Overhead Garage Door is a growing, multi-brand commercial and residential garage door company that is changing the way garage door companies do business. With our training facility in Fort Worth, TX - and our dedication to growth and innovation - OGD has been named one of the best companies to work for across the country. For over a decade, we’ve delivered superior service to residential and commercial customers nationwide. Position Overview: We're looking for a Dispatch & Field Support Specialist to be the connective tissue between our customers, our technicians, and the schedule that keeps our residential garage door service running smoothly. This role is a hybrid of traditional dispatch and hands-on technical support - you'll route and manage technician schedules in real time, and you'll also serve as a first line of technical troubleshooting techs in the field. This is a great fit for someone who is calm under pressure, enjoys problem-solving on the fly, and has a working knowledge of (or genuine interest in learning) garage door systems, openers, and common repair issues. Responsibilities: Dispatch & Scheduling Manage the daily dispatch board, assigning and adjusting technician routes based on job urgency, location, and skill match Monitor job status in real time and proactively re-route or re-prioritize as delays, cancellations, or emergencies arise Communicate schedule changes clearly to technicians and customers Maintain accurate job records and status updates in the service management system (e.g., ServiceTitan) Field & Technical Support Serve as a resource for technicians who need help troubleshooting a job on-site Help technicians identify parts needed for a job or when a job scope changes on-site Assist technicians in the field with the sales process - helping present options, pricing, and working through customer objections in real time to help close the job Customer Communication Provide customers with accurate arrival windows, technician updates, and follow-up communication Handle rescheduling, complaints, and service-related questions with professionalism and urgency Other job duties as assigned Requirements: 2+ years of experience in dispatch, scheduling, call center, or field service coordination (residential trades - garage door, HVAC, plumbing, electrical - a strong plus) Prior hands-on experience as a residential garage door technician or in a related trade preferred Comfort with dispatch/scheduling software and CRM systems (ServiceTitan experience a plus) Basic computer skills (navigating multiple systems/tabs, email, data entry) Work Location: Office-based role in Fort Worth, TX. Schedule: Monday to Friday, 7 AM to 6 PM availability (7AM-4PM, 8AM-5PM, 9AM-6PM shifts) #J-18808-Ljbffr Socket.dev