Dispatch & Operations Coordinator

Dispatcher Service & Warranty Coordinator

The Dispatcher Service & Warranty Coordinator is responsible for coordinating field service operations, installation scheduling, warranty administration, technician dispatch, and operational administrative support. This role partners closely with Sales, Project Management, Customer Service, Warehouse, and Field Operations to ensure efficient scheduling, accurate documentation, timely customer service, and operational readiness.

Operational Planning & Scheduling

• Develop and manage daily and short-term installation and service schedules.
• Coordinate technician assignments, labor resources, vehicles, and equipment based on project priorities and customer commitments.
• Adjust schedules to accommodate changing project demands, emergency service requests, and field conditions.
• Balance crew utilization, overtime, and workload to maximize operational efficiency.
• Coordinate project readiness by confirming material availability, site access, and crew readiness.
• Provide backup support for the Parts & Service Supervisor as needed.

Communication & Cross-Functional Coordination

• Communicate scheduling updates, route changes, labor adjustments, and project status to internal stakeholders.
• Collaborate with Sales, Project Management, Warehouse, Customer Service, and Field Leadership to support successful project execution.
• Respond promptly to scheduling conflicts, operational issues, and customer service needs.
• Proactively communicate delays, material shortages, site readiness concerns, and schedule impacts.

Reporting & Documentation

• Maintain accurate scheduling records, labor assignments, dispatch activity, and field updates.
• Track schedule changes, technician utilization, warranty activity, and operational trends.
• Prepare reports and documentation supporting operational planning, service performance, and leadership reporting.
• Ensure timely and accurate data entry into company systems.

Service Dispatch & Warranty Administration

• Schedule service requests received from customers, Project Managers, Customer Service Coordinators, and Sales.
• Verify technician availability and dispatch service work through Hedberg.
• Process warranty claims, customer quotes, vendor requests, and manufacturer warranty submissions.
• Coordinate warranty approvals and communicate claim status to customers and internal stakeholders.
• Collect and maintain required warranty documentation, including photographs and supporting records.
• Monitor technician routes and confirm orders are released and free of credit holds prior to dispatch.
• Coordinate customer-specific access requirements, including site badging, safety training, and credentialing.
• Process EDI transactions and enter approved vendor orders.
• Maintain complete and accurate service, dispatch, warranty, and compliance documentation.

Operations Administrative Support

• Provide administrative support to the Operations team, including scheduling meetings, maintaining operational files, and preparing reports.
• Prepare, distribute, and maintain installation schedules, service documentation, and operational reports.
• Assist with work order creation, updates, closures, and document management within company systems.
• Maintain technician certifications, safety documentation, customer site requirements, and compliance records.
• Assist with fleet, equipment, and operational recordkeeping as assigned.
• Support purchase order processing, vendor documentation, invoice reconciliation, and administrative follow-up.
• Coordinate operational correspondence and maintain organized project and service files.
• Support onboarding logistics for field employees, including required documentation, system setup requests, and operational resources.
• Assist Operations leadership with special projects, reporting, and other administrative initiatives.

Compliance & Quality

• Ensure scheduling activities comply with company policies, safety requirements, customer site protocols, and fleet procedures.
• Maintain accurate documentation supporting dispatch, labor allocation, warranty administration, and regulatory compliance.
• Reinforce adherence to company operational standards, quality expectations, and customer service commitments.

Continuous Improvement

• Identify opportunities to improve scheduling efficiency, dispatch processes, labor utilization, workflow effectiveness, and customer responsiveness.
• Recommend and support process improvements that enhance communication, technician readiness, service delivery, and operational performance.
• Participate in continuous improvement initiatives that strengthen operational excellence and customer satisfaction.

What Success in This Role Looks Like

Success is demonstrated by accurate scheduling, efficient labor utilization, and strong communication across teams. The Dispatcher ensures smooth daily operations by adapting quickly to changing needs while keeping crews, project teams, and customers aligned. Success also includes reduced downtime, stronger route efficiency, and improved responsiveness to field disruptions.

Key Selection & Success Factors

Work Experience

• 13+ years of dispatch, logistics coordination, customer service, scheduling, or route planning experience
• Experience in construction, service, installation, or field scheduling environments preferred
• Experience balancing manpower and routing strongly preferred

Education

• High school diploma or GED required
• Associate degree in Logistics, Operations, Business Administration, or related field preferred
• Transportation or fleet coordination systems experience preferred

Preferred Qualifications

• Strong multitasking and organizational skills
• Knowledge of scheduling systems
• Strong communication abilities
• Ability to work under pressure in fast-moving environments
• Strong problem-solving and prioritization skills

Travel/Work Requirements

• A valid driver's license and motor vehicle record that meets Company safety, operational, and insurance standards are required, as business travel between company locations, client sites, project sites, and other off-site destinations may be required.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Employee occasionally lifts 2-3 reams of paper and customer files, especially during archiving.
• Weight up to 12 pounds; Height floor to 36 inches; Frequency up to 2 times per week
• Employee occasionally carries paper from the copy room to fill printer. Weight up to 12 pounds; Distance up to 300 feet; Frequency up to 2 times per week
• Employee occasionally pushes or pulls an office chair. Force up to 7 pounds; Distance up to 50 feet; up to 1 time per week
• Employee occasionally climbs main stairs or stairs to warehouse at main location to meet with customers in lobby display area, to access parts in warehouse, and interact with other operational departments. Height 1 flight; Frequency up to 3-5 times per day
• Employee occasionally walks on level surfaces to: interact with all operational departments, retrieve needed materials, to access lobby display, and attend meetings. Duration 45 minutes per day; Distance up to 1,500 feet per day
• Employee occasionally stands on level surfaces during interaction with customers and other personal. Duration 30 minutes per day
• Employee continuously sits using the computer, talking on the phone, processing project paper work, and attending. Duration up to 7 hours per day
• Employee constantly reaches out during work at desk. Height forward reach waist to chest; Frequency up to 30 times per hour
• Employee must rarely bend, squat, stoop, or kneel during filing tasks.
• Employee is occasionally exposed to ambient temperatures in the warehouse.
• Work overtime as needed.