Service Dispatch & Operations Coordinator

ThermalWorks; United States; Remote; USD 42,000 - 70,000; Full time

Job summary

ThermalWorks transforms data center cooling with ultra-efficient, modular systems designed to support dynamic AI workloads. They are part of Endeavour, reinvesting profits to solve global problems and foster innovation, autonomy, and continuous learning.

ThermalWorks is seeking a US-based operations professional to dispatch, manage tickets, and monitor service delivery while collaborating with field teams to uphold SLAs and high customer satisfaction.

Qualifications

• Experience coordinating field dispatch and ticketing operations.
• Ability to route work based on priority and technician capability.
• Demonstrated collaboration with field teams and support staff.

Responsibilities

• Dispatch and coordinate service requests to technicians based on priority, skillset, and availability.
• Monitor work queues and service ticket assignments to ensure timely response and resolution.
• Schedule, reschedule, and prioritize service activities to meet customer expectations and SLAs.
• Create, update, monitor, and close service tickets within ServiceNow and other service management tools.
• Ensure ticket information is accurate, complete, and properly documented.
• Monitor ticket aging, escalations, and backlog management activities.
• Serve as the primary point of contact for technicians requiring scheduling and dispatching.
• Build strong professional relationships with field technicians and support teams.
• Help technicians navigate service processes, procedures, and system requirements.
• Generate and maintain service reports and operational metrics.
• Assist with workload balancing and resource planning.
• Identify opportunities to improve workflow efficiency and service delivery processes.

Skills

Dispatch coordination

Ticket routing

Field technician liaison

Performance monitoring

Tools

ServiceNow

Job description

ThermalWorks transforms data center cooling with ultra-efficient, modular systems designed to support dynamic AI workloads. They are part of Endeavour, reinvesting profits to solve global problems and foster innovation, autonomy, and continuous learning.

ThermalWorks is seeking a US-based operations professional to dispatch, manage tickets, and monitor service delivery while collaborating with field teams to uphold SLAs and high customer satisfaction.