Field Service Dispatcher

Frey Consulting Group; Glen Burnie (MD); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid time off

Professional development

Job summary

Vision Technologies is seeking a Dispatch Coordinator for a hybrid office role based in Maryland. You will schedule and dispatch service technicians, manage daily schedules, and communicate effectively with customers and technicians to ensure timely service delivery.

The role requires 1–2 years in dispatch or related customer service, with proficiency in IT ticketing systems and dispatch software. A high school diploma is required, with a preference for business/logistics coursework.

Qualifications

• High school diploma or equivalent required.
• 1–2 years in dispatching or customer service.
• Experience with IT ticketing systems and SLAs.

Responsibilities

• Schedule and dispatch service technicians based on requests, orders, and location.
• Maintain records of technician locations, status, and availability.
• Communicate service details to technicians and customers; update progress and ETA.
• Manage daily schedules, allocate assignments, and adjust for emergencies.
• Use dispatch software to track movements and ensure timely updates.

Skills

Organizational skills

Multitasking

Communication skills

Microsoft Office

Dispatching software

Education

High school diploma

Associate or bachelor’s in business/logistics

Tools

Dispatching software

IT ticketing system

GPS tracking systems

Job description

Responsibilities

• Dispatch Coordination:
• Schedule and dispatch service technicians based on customer requests, service orders, and location.
• Maintain accurate records of technician locations, status, and availability.
• Adjust schedules as needed to accommodate emergency service requests and priority changes.
• Customer Interaction:
• Receive customer service requests via phone, email, or online portals.
• Confirm service appointments with customers and provide estimated arrival times.
• Address customer inquiries and concerns promptly, providing clear and accurate information.
• Communication:
• Communicate service details and instructions to technicians, ensuring they have all necessary information.
• Monitor technician’s progress and update customers on any changes or delays.
• Serve as a liaison between customers, technicians, and management to facilitate effective service delivery.
• Administrative Duties:
• Maintain detailed records of service calls, technician assignments, and customer interactions.
• Review and distribute daily schedules and work assignments to technicians.
• Process and file service-related documentation, including service reports and invoices.
• Use dispatching software and systems to manage schedules and track technician movements.
• Ensure accurate data entry and timely updates in the dispatch system.
• Utilize GPS and other tracking technologies to monitor technician locations and optimize routes.
• Collaborate with other departments to ensure cohesive service provision.
• Participate in team meetings, training sessions, and professional development opportunities.

Qualifications

• Education:
• A high school diploma or equivalent is required; an associate or bachelor’s degree in business, logistics, or a related field is preferred.
• Experience:
• Minimum of 1-2 years of experience in dispatching, customer service, or related role.
• Experience working and using an IT ticketing system.
• A working understanding of SLAs (service level agreements).
• Experience in low-voltage technology is an asset but not essential.
• Skills:
• Excellent organizational and multitasking abilities.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office Suite and experience with dispatching software.
• Ability to work effectively under pressure and in a fast-paced environment.
• Problem-solving skills and the ability to make quick, informed decisions.

Working Conditions

• Office-based with a hybrid structure
• Standard office hours
• Physical Requirements:
• Ability to sit for extended periods.
• Ability to use a computer and telephone for prolonged periods.

Compensation and Benefits

• Competitive salary based on experience and qualifications.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and career advancement.

This job description conveys essential information about the nature and level of work employees perform in this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to amend and change responsibilities to meet business and organizational needs

Company Overview

Vision Technologies, a national and global systems integrator, provides IT services and solutions for commercial and federal clients. Our seasoned staff has keen insight into trends and emerging technologies that are changing the way we work, communicate, and protect our society. We offer design, installation, support and project management for Distributed Antenna Systems, Passive Optical Networking, voice/data, wireless systems, security, audiovisual, and video teleconferencing delivering powerful IP-centric, integrated solutions that get results.

Vision Technologies is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin, or disability.