Field Service Dispatch Lead – Multi-Program Coverage

Utility Energyservices; Chicago (IL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

401(k) with company matching

Health, dental, and vision insurance

Health savings account

Life insurance

Paid time off

Job summary

Utility Energy Services, LLC is seeking a Field Service Dispatcher II (Lead) to oversee daily dispatch across Illinois and Georgia, directing scheduling for 70 technicians and ~25,000 annual appointments. You will coach dispatchers, escalate complex issues, and ensure on-time service across programs.

Lead responsibilities include training new staff, optimizing routing, coordinating technician coverage, and maintaining dispatch SOPs while partnering with program management and field leadership to

Qualifications

• 5+ years of dispatch, scheduling, or field service coordination experience.
• 1+ year in a lead, supervisory, or team training role.
• Advanced, hands-on experience with Salesforce Field Service (FSL) or another field service routing/scheduling system.
• Demonstrated experience handling customer escalations and complex service issues.
• Experience coordinating schedules across multiple territories or programs.
• Strong Microsoft 365 skills, especially Excel, Outlook, and Word.
• High school diploma or GED; Associate’s degree or equivalent work experience preferred.
• Valid driver’s license.
• Ability to pass client-required drug screen and background check.

Responsibilities

• Lead daily dispatch execution for Illinois and Georgia dispatch teams.
• Provide day-to-day direction and support to dispatchers.
• Onboard and train new dispatchers on FSL, program requirements, and customer service standards.
• Coach dispatchers in real time on routing decisions and escalation handling.
• Serve as backup dispatcher and fill coverage gaps across programs and regions.
• Oversee daily schedules and routes to ensure on-time appointments.
• Coordinate technician coverage across territories and programs.
• Monitor backlog and direct outbound scheduling to fill capacity.
• Manage urgent and emergency calls for rapid resolution.

Skills

Dispatch leadership

Communication

Problem solving

Analytical thinking

Team training

Customer focus

Education

High school diploma or GED

Associate degree preferred

Tools

Salesforce Field Service (FSL)

Microsoft Excel

Microsoft Outlook

Microsoft Word

Job description

Utility Energy Services, LLC is seeking a Field Service Dispatcher II (Lead) to oversee daily dispatch across Illinois and Georgia, directing scheduling for 70 technicians and ~25,000 annual appointments. You will coach dispatchers, escalate complex issues, and ensure on-time service across programs.

Lead responsibilities include training new staff, optimizing routing, coordinating technician coverage, and maintaining dispatch SOPs while partnering with program management and field leadership to