Field Service Dispatcher/Coordinator

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

POSITION SUMMARY:

The Field Service Dispatcher/Coordinator is responsible for the day-to-day coordination, scheduling, and administration of field service operations to deliver exceptional customer support and maximize service department efficiency for both internal and external customers. Serving as the primary liaison between customers, field technicians, service management, and internal support teams, this role ensures that service requests are accurately scheduled, dispatched, monitored, documented, and invoiced while actively overseeing assigned Work-in-Process (WIP) ensuring excellent customer service.

ESSENTIAL FUNCTIONS:

• Provides timely and effective communication between customers, field technicians, service management, and internal support departments to ensure seamless service operations.
• Maintains proactive communication with customers regarding technician schedules, arrival times, work status, delays, and service completion updates to meet and exceed customer expectations.
• Demonstrates thorough knowledge of service operations, including labor billing, travel charges, parts usage, warranty coverage, internal work, and customer billable services.
• Prepares, updates, and communicates accurate service estimates and quotations for field repairs, preventative maintenance, and customer support activities throughout the service life cycle.
• Obtains and documents customer authorization for labor, travel, parts, subcontractor services, and additional charges before work is performed.
• Accurately creates and manages service work orders, ensuring proper coding, customer information, equipment details, labor allocations, and billing requirements are captured.
• Coordinates technician scheduling and dispatch activities, assigning work based on technician availability, skillset, geographic location, and customer priority.
• Assigns and communicates standard labor hours and job expectations to technicians to support scheduling accuracy, productivity, and efficient utilization of resources.
• Participates in daily service coordination meetings with supervisors, leads, and technicians to review workload, scheduling priorities, technician availability, and customer commitments.
• Coordinates with credit and finance departments to verify customer account status and support timely collection of payments for completed service work.
• Reviews and validates technician service reports to ensure labor hours, parts usage, travel time, and completed work accurately reflect services performed prior to billing.
• Prepares and processes customer invoices, proformas, and supporting documentation accurately and within established timelines.
• Actively manages assigned Work-in-Process (WIP) by monitoring open service calls, dispatch status, labor activity, and customer follow‑up requirements to achieve departmental performance
• Utilizes standard jobs, service templates, and established repair procedures whenever applicable to improve scheduling efficiency, consistency, and service quality.
• Monitors technician utilization, schedule adherence, and service completion performance to optimize field resources and maximize customer responsiveness.
• Coordinates emergency and priority dispatch requests to ensure rapid response and minimal equipment downtime for customers.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• Must have three (3) to five (5) years of general office experienc
• Must have three (3) to five (5) years of customer service, relationship building and/or Sales experien
• Three (3) to five (5) years of heavy equipment parts/service experience preferred.
• PC skills are require
• Must have great communication skills.
• Strong work ethic, flexibility, ability to work at a fast pace and under pressur

PHYSICAL DEMANDS:

• Walking and moving about on foot often through uneven terrain.
• Handling: Picks up items, helps or works with hands.
• Lifting: May lift up to 25 lbs.
• Reaching: Extends hands and arms in any direction.
• Stooping: Bends body downward and forward by bending at knees or waist.
• Standing: Remains in standing position. If required to perform various functions of the job.
• Climbing: In and out of equipment.
• Vision: Reads computer screens, work tickets and parts books.
• Talking: Communicates via telecommunications and in person.
• Sitting: Sits in equipment and in vehicles

ENVIRONMENTAL:

• Noise: May work in conditions with constant or intermittent noise.
• Temp/Weather: Works in an office environment
• Exposure: Foul odors, fumes and harsh substances.
• Competitive Compensation
• A great work environment and culture
• Career growth and advancement opportunities
• Training
• Medical, Dental and Vision plans
• Medical Video Appointments available
• Paid Time Off (PTO) Pay
• 401(k) Plan + Company Matching
• Health and Dependent Care Flexible Spending Accounts
• Employee Assistance Programs
• Legal Plan
• Travel Assistance Plan
• Wellness Programs
• Referral Bonus Program
• Longevity Bonus Program
• Recognition Programs and much more
• Boot Reimbursement
• Tuition Reimbursement
• Company-Supplied Uniforms
• Advanced Technical Training

Interested in joining the Hawthorne team? Check out our current available positions at:

ACCOMMODATIONS:

Reasonable accommodations for essential functions of the position will be considered.

Hawthorne Cat® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D

Hawthorne Cat® Participates in E-Verify.