Field Service Dispatch & Operations Lead

Hawthorne-Ca; San Diego (CA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with company matching

Paid Time Off (PTO)

Job summary

Hawthorne Cat seeks a Field Service Dispatcher/Coordinator to handle day-to-day coordination, scheduling, and administration of field service operations. You will liaise with customers, field technicians, and internal teams to ensure accurate scheduling, dispatch, documentation, and invoicing.

The role emphasizes communication, proactive updates, and adherence to service life cycles, with a focus on improving efficiency and customer satisfaction.

Qualifications

• Three to five years of general office experience.
• Three to five years of customer service, relationship building and/or sales experience.
• Three to five years of heavy equipment parts/service experience preferred.
• PC skills are required.
• Must have great communication skills.
• Strong work ethic, flexibility, ability to work at a fast pace and under pressure.

Responsibilities

• Communicate between customers, field technicians, service management, and internal support.
• Provide updates on technician schedules, arrival times, work status, delays, and completion updates.
• Understand labor billing, travel charges, parts usage, warranty coverage, and billable services.
• Prepare and communicate service estimates and quotations for repairs and maintenance.
• Obtain customer authorization for labor, travel, parts, and extra charges before work begins.
• Create and manage service work orders with correct codes and details.
• Coordinate dispatch based on technician availability, skills, location, and priority.
• Assign standard labor hours and communicate expectations to technicians.
• Participate in daily coordination meetings to review workload and commitments.
• Coordinate with credit/finance to verify account status and collect payments.
• Review technician reports for hours, parts, travel, and completed work before billing.
• Prepare customer invoices, proformas, and supporting docs on time.
• Monitor WIP and dispatch status to ensure performance.

Skills

Communication skills

Fast-paced

Flexibility

Office experience

Education

High School Diploma

Tools

PC skills

Job description

Hawthorne Cat seeks a Field Service Dispatcher/Coordinator to handle day-to-day coordination, scheduling, and administration of field service operations. You will liaise with customers, field technicians, and internal teams to ensure accurate scheduling, dispatch, documentation, and invoicing.

The role emphasizes communication, proactive updates, and adherence to service life cycles, with a focus on improving efficiency and customer satisfaction.