Field Service Dispatcher

Surf Internet; Elkhart (IN); On-site; USD 40,000 - 60,000; Full time

Job summary

Surf Internet is seeking a Field Service Dispatcher to coordinate with sales, service, and field teams, ensuring efficient scheduling of installation and service work in Elkhart, Indiana. The role emphasizes dynamic routing, proactive customer communication, and timely rescheduling to maximize productivity.

Responsibilities include managing daily work orders, handling same-day scheduling, and coordinating with field technicians to optimize availability.

Qualifications

• 3-5 years dispatch experience preferred.
• Familiarity with field service software and tools preferred.
• Excellent written and verbal communication skills.
• Ability to communicate quickly and effectively with customers and coworkers.

Responsibilities

• Oversee daily scheduled work orders for installation and service technicians.
• Dynamically route installation and service technicians to improve productivity and efficiency.
• Proactively communicate with customers to reschedule work orders as necessary.
• Answer incoming calls related to scheduling from sales, care, field service teams and customers.
• Notify customers of technician arrival times outside of scheduled time-window.
• Coordinate and communicate scheduling of same-day installation and service work.
• Reschedule jobs at customer request.
• Coordinate with customers and technicians to reschedule missed appointments.
• Manage the stand-by appointment queue.
• Work with field service managers to optimize scheduling lead times for installation and service work.

Skills

Dispatch experience

Attention to detail

Communication skills

Work under pressure

Tools

Field service software

Job description

OverviewThe Field Service Dispatcher is responsible for coordinating with sales, service, and field service teams as well as with customers to optimize work order scheduling. Their goal is to maximize scheduling efficiency by dynamically re-routing and rescheduling work orders.Reports To: Service Delivery Dispatch ManagerDepartment: Service DeliveryJob Status: ExemptResponsibilities:Responsible for overseeing daily scheduled work orders for installation and service techniciansResponsible for dynamic routing of installation and service technicians to improve productivity and efficiencyProactively communicate with customers to reschedule work orders as necessaryAnswer incoming calls related to scheduling from sales, care, field service teams and customersNotify customers of technician arrival times outside of scheduled time-windowCoordinate and communicate scheduling of same-day installation and service workCommunicate same-day work order cancellations to the field service teamReschedule jobs at customer requestCoordinate with customers and technicians to reschedule missed appointmentsManage the stand-by appointment queueWork with field service managers to optimize scheduling lead times for installation and service workWork with service and installation managers to optimize and fill field tech availability based on demandQualifications:3-5 years dispatch experience preferredAbility to see a bigger picture regarding schedulingFamiliarity with field service software and tools preferredAbility to work well under pressureExtensive attention to detailExcellent written and verbal communication skillsExcellent interpersonal skillsAbility to communicate quickly and effectively with customers and coworkers