Field Service Dispatcher & Coordinator — Drive Service Excellence

Hawthorne Machinery Co.; San Diego (CA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) Plan + Company Matching

Paid Time Off (PTO)

Medical, Dental & Vision plans

Training & Career Growth

Job summary

Hawthorne Cat is seeking a Field Service Dispatcher/Coordinator to manage day-to-day coordination of field service operations, acting as the primary liaison between customers, technicians, and internal teams. You will ensure accurate scheduling, dispatch, documentation, and invoicing while actively overseeing Work-in-Process for exceptional customer service.

The role requires 3–5 years in office and customer service environments, with experience in heavy equipment parts/service preferred.

Qualifications

• 3–5 years general office experience
• 3–5 years customer service, relationship building and/or sales experience
• 3–5 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

• Coordinates day-to-day field service operations, scheduling and administration
• Acts as primary liaison between customers, field technicians, service management and internal support teams
• Ensures service requests are scheduled, dispatched, monitored, documented and invoiced while overseeing WIP
• Communicates technician schedules, arrival times, work status, delays and completions to customers
• Prepares and communicates accurate service estimates and quotations for field repairs and maintenance
• Obtains customer authorization for labor, travel, parts, subcontractor services and additional charges
• Creates and manages service work orders with accurate customer, equipment and billing details
• Coordinates technician scheduling based on availability, skills, location, and priority
• Communicates standard labor hours and job expectations to technicians
• Participates in daily service coordination meetings to review workload and priorities
• Coordinates with credit and finance to verify account status and payments
• Reviews technician reports for hours, parts, travel and work accuracy before billing
• Prepares customer invoices and supporting documents within timelines
• Monitors WIP and dispatch status to optimize resources and responsiveness
• Utilizes standard repair templates to improve scheduling efficiency
• Monitors technician utilization and service completion performance
• Coordinates emergency/priority dispatch requests to minimize downtime

Skills

General office experience

Customer service

Sales experience

Heavy equipment parts/service

PC skills

Strong communication

Work under pressure

Job description

Hawthorne Cat is seeking a Field Service Dispatcher/Coordinator to manage day-to-day coordination of field service operations, acting as the primary liaison between customers, technicians, and internal teams. You will ensure accurate scheduling, dispatch, documentation, and invoicing while actively overseeing Work-in-Process for exceptional customer service.

The role requires 3–5 years in office and customer service environments, with experience in heavy equipment parts/service preferred.