Senior Dispatch Coordinator

Job Description

Job Description

Company Overview

Since 2002, Mason Technologies has been a leader in technology integration, proudly certified as a Woman-owned Business Enterprise (WBE) both in NYC and nationally. With headquarters and a fully equipped warehouse in Deer Park, NY, an additional office in downtown NYC, and resources across the nation, we design, implement, and service innovative solutions in low-voltage structured cabling, audio visual systems, data centers, and unified security.

We serve a variety of industries including healthcare, government, higher education, finance, and business (both big and small). We're always aiming to build lasting relationships based on trust, respect, and a shared vision for a better future. Our founder, Jennifer Mason, has cultivated a family-like environment that emphasizes deep care and commitment to our people and the clients and communities we serve, forming the foundation of everything we do.

At Mason Technologies, diversity and inclusion drive our hiring, ensuring we bring together the most talented individuals regardless of race, age, religion, gender identification, or sexual orientation. If you want to have a career of unparalleled growth, a team with a family-strong bond, and an unmatched atmosphere of motivated and caring professionals, apply to Mason today!

Let’s craft a future together that's built upon integrity, equality, professional pride, the authentic spirit of our family, and a commitment to making the world a better place.

Our Comprehensive Employee Benefit and Perk Package:

• Medical, Dental, and Vision Coverage: We provide comprehensive healthcare benefits to keep you and your family healthy and secure.
• 401k with Matching: Plan for your future with our 401k program, featuring competitive company matching.
• Paid Time Off (Holiday/Vacation/Sick/Personal): Generous PTO to ensure a healthy work-life balance and time for relaxation and personal needs.
• Unlimited Growth Opportunities: We believe in fostering talent and providing opportunities for continuous professional growth.
• Family-Friendly Company Events & Outings: We host regular events and outings to foster a family-friendly atmosphere and build team camaraderie, like our Warehouse Jam Sessions and Holiday Parties!
• Bagel Thursdays: Enjoy weekly treats with Bagel Thursdays at our offices!
• Caring Ownership: We believe in mutual dedication. If you're committed to Mason Technologies, we are equally committed to you. We prioritize the well-being of our employees and their families, ensuring a supportive and caring work environment.

About the Position

The Senior Dispatcher / Router is responsible for the day-to-day coordination and optimization of technician schedules, routes, service calls, and field assignments. This position requires strong judgment, organization, communication, and problem-solving skills, as well as the ability to manage changing priorities in a fast-paced technical services environment. The Senior Dispatcher / Router will work closely with field technicians, project managers, service coordinators, operations leadership, and internal departments to ensure personnel are assigned appropriately and that work is completed efficiently and on schedule. The ideal candidate has hands-on dispatching or routing experience, understands the challenges of coordinating a mobile field workforce, and can independently make scheduling decisions while escalating significant operational issues when necessary.

Responsibilities

• Own the daily dispatch and scheduling of technicians and field personnel across service calls, projects, and other operational assignments.
• Develop, manage, and continuously optimize technician routes to maximize productivity, minimize unnecessary travel, and ensure timely arrival at customer and project sites.
• Match technicians to assignments based on location, technical skills, certifications, availability, workload, and project requirements.
• Monitor daily field operations and proactively adjust schedules in response to callouts, delays, cancellations, emergencies, traffic, customer requests, and changing project requirements.
• Identify and resolve scheduling conflicts, coverage gaps, resource constraints, and other dispatch-related issues.
• Maintain a comprehensive understanding of active service calls, projects, technician capabilities, geographic coverage, and operational priorities.
• Communicate assignments, route information, schedule changes, site requirements, customer information, and other relevant details clearly and promptly to field personnel.
• Serve as a primary point of contact for technicians regarding daily assignments, schedule changes, routing questions, and operational issues.
• Coordinate closely with project managers, service coordinators, and other internal stakeholders to ensure field resources are aligned with business priorities.
• Track technician availability, time, locations, skills, certifications, and other information necessary for effective dispatching.
• Review upcoming schedules and proactively identify potential issues before they impact field operations or customers.
• Monitor work throughout the day and maintain accurate visibility into technician status, assignment progress, and outstanding work.
• Ensure dispatch, scheduling, ticketing, and related systems are updated accurately and in a timely manner.
• Review work orders, service tickets, and assignment information for completeness and accuracy prior to dispatch.
• Maintain accurate records of daily assignments, schedule changes, route adjustments, and other dispatch activity.
• Communicate significant delays, service issues, staffing shortages, or operational risks to the appropriate manager or department.
• Help establish and maintain standardized dispatching and routing procedures to improve consistency and operational efficiency.
• Analyze recurring scheduling and routing challenges and recommend process improvements.
• Assist with training and mentoring junior dispatchers, coordinators, or other employees supporting the dispatch function.
• Serve as a knowledgeable resource for dispatch procedures, scheduling practices, routing, and field coordination.
• Perform additional operational responsibilities as assigned.

Qualifications

• High school diploma or equivalent required; college degree or relevant coursework a plus.
• 3+ years of experience in dispatch, routing, field service coordination, logistics, scheduling, or a related operational role preferred.
• Demonstrated experience independently managing schedules and coordinating a field-based workforce.
• Strong understanding of technician dispatching, route optimization, scheduling, and resource allocation.
• Excellent organizational skills and exceptional attention to detail.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities, assignments, and time-sensitive issues simultaneously.
• Strong problem-solving and decision-making skills with the ability to act independently.
• Comfortable working in a fast-paced environment where priorities can change throughout the day.
• Proficiency with Microsoft Office, particularly Excel, and the ability to quickly learn and utilize scheduling, dispatch, ticketing, and other operational software.
• Experience working with field service management, ERP, CRM, or dispatching platforms strongly preferred.
• Ability to effectively communicate with technicians, project managers, customers, and internal departments.
• Professional, dependable, and solution-oriented approach.
• Ability to remain calm and effective when dealing with schedule disruptions, emergencies, and competing priorities.
• Willingness to work the hours necessary to support daily field operations.

Salary: $65,000.00-$75,000.00 per year

Position Type: Full-Time, In-Office 5 Days a Week

We are currently only considering candidates who already live within commuting distance of our office. This role is not open to relocation and relocation assistance is not provided