Field Service Dispatcher/Coordinator

Hawthornecat; San Diego (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

Hawthorne Cat is seeking a Field Service Dispatcher/Coordinator to manage day‑to‑day field service operations in San Diego, ensuring accurate scheduling, dispatch, and invoicing for customers and technicians.

You will act as the primary liaison among customers, field technicians, service management, and internal teams, coordinating WIP and service life cycle activities to maximize efficiency and customer satisfaction.

Qualifications

• 3–5 years general office experience.
• 3–5 years customer service/relationship building and/or sales experience.
• 3–5 years heavy equipment parts/service experience preferred.
• PC skills required.
• Excellent communication skills.
• Bilingual preferred.

Responsibilities

• Coordinate daily service operations and dispatch between customers and field technicians.
• Communicate technician schedules, delays, and updates to meet customer expectations.
• Prepare service estimates, quotations, and invoices for field work.
• Verify labor, travel, parts, and billing details before invoicing.
• Manage Work‑in‑Process (WIP) and monitor technician utilization.
• Attend daily service coordination meetings to review workload and priorities.

Skills

Office experience

Customer service

Communication skills

Bilingual

Job description

Hawthorne CAT® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/Disability/Protected Veteran Status Hawthorne CAT® participates in E-VerifySan Diego, California, United States

Position Title: Field Service Dispatcher/Coordinator

We Build Better Communities

Be Part of the Hawthorne Difference!

Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.

Every member of our team plays a significant role in our success. Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).

If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, youve come to the right place! At Hawthorne Cat, were always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our people are our most valuable asset. Thats why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

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:

1. Provides timely and effective communication between customers, field technicians, service management, and internal support departments to ensure seamless service operations.
2. Maintains proactive communication with customers regarding technician schedules, arrival times, work status, delays, and service completion updates to meet and exceed customer expectations.
3. Demonstrates thorough knowledge of service operations, including labor billing, travel charges, parts usage, warranty coverage, internal work, and customer billable services.
4. Prepares, updates, and communicates accurate service estimates and quotations for field repairs, preventative maintenance, and customer support activities throughout the service life cycle.
5. Obtains and documents customer authorization for labor, travel, parts, subcontractor services, and additional charges before work is performed.
6. Accurately creates and manages service work orders, ensuring proper coding, customer information, equipment details, labor allocations, and billing requirements are captured.
7. Co‑ordinates technician scheduling and dispatch activities, assigning work based on technician availability, skillset, geographic location, and customer priority.
8. Assigns and communicates standard labor hours and job expectations to technicians to support scheduling accuracy, productivity, and efficient utilization of resources.
9. Participates in daily service coordination meetings with supervisors, leads, and technicians to review workload, scheduling priorities, technician availability, and customer commitments.
10. Coordinates with credit and finance departments to verify customer account status and support timely collection of payments for completed service work.
11. Reviews and validates technician service reports to ensure labor hours, parts usage, travel time, and completed work accurately reflect services performed prior to billing.
12. Prepares and processes customer invoices, proformas, and supporting documentation accurately and within established timelines.
13. 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
14. Utilizes standard jobs, service templates, and established repair procedures whenever applicable to improve scheduling efficiency, consistency, and service quality.
15. Monitors technician utilization, schedule adherence, and service completion performance to optimize field resources and maximize customer responsiveness.
16. Coordinates emergency and priority dispatch requests to ensure rapid response and minimal equipment downtime for customers.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have three (3) to five (5) years of general office experienc
2. Must have three (3) to five (5) years of customer service, relationship building and/or Sales experien
3. Three (3) to five (5) years of heavy equipment parts/service experience preferred.
4. PC skills are require
5. Must have great communication skills.
6. Bilingual preferred