Service Dispatcher

Milton CAT; Milford (MA); On-site; USD 70,000 - 75,000; Full time

Job summary

Milton CAT in Milford, MA seeks a highly organized Service Dispatcher to coordinate repairs, maintenance, and service requests, acting as the primary link between customers, technicians, and internal teams.

You will schedule, route, and dispatch technicians, manage work orders from initiation to completion, and ensure accurate documentation, billing, and customer communication in a fast-paced environment. This role offers growth opportunities within the Service Department.

Qualifications

• High school diploma or equivalent required.
• Experience in dispatching or service coordination and customer service.
• Strong organizational and time-management skills with ability to manage multiple priorities.
• Excellent verbal and written communication; proficient with Microsoft Office.

Responsibilities

• Coordinate customer service requests by scheduling repairs, maintenance, inspections, and emergency service while maintaining clear communication throughout the service process.
• Schedule, route, and dispatch technicians based on customer needs, technician availability, skillset, location, and workload to maximize efficiency and service responsiveness.
• Manage service work orders from initiation through completion, ensuring labor, service reports, warranty information, invoicing requirements, and customer documentation are completed accurately and on time.
• Partner with Product Support, Parts, Sales, Credit, and other internal teams to resolve issues, support customer needs, maintain workflow visibility, and contribute to overall operational excellence.
• Responsibilities and requirements may evolve based on business needs, and additional duties may be assigned as necessary.

Skills

Organizational skills

Time management

Verbal & written communication

Problem solving

Microsoft Office

Education

High school diploma or equivalent

Associate's or Bachelor's degree (preferred)

Tools

ERP systems

Scheduling software

Work order systems

Job description

Milton CAT is seeking a highly organized, customer-focused Service Dispatcher to support the daily operations of our Service Department. The Service Dispatcher serves as the primary coordination point between customers, technicians, and internal teams, ensuring repairs, maintenance, and service requests are scheduled, communicated, and completed efficiently.

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, balancing competing priorities, and delivering exceptional customer service. Successful candidates are process-oriented, detail-driven, and motivated to contribute to a high-performing service operation.

For the right individual, this position offers opportunities for professional growth and advancement within the Service department.

Salary Range: $70,000 – $75,000 annually

Responsibilities

• Coordinate customer service requests by scheduling repairs, maintenance, inspections, and emergency service while maintaining clear communication throughout the service process.
• Schedule, route, and dispatch technicians based on customer needs, technician availability, skillset, location, and workload to maximize efficiency and service responsiveness. Monitor work progress and adjust schedules as needed to meet customer commitments.
• Manage service work orders from initiation through completion, ensuring labor, service reports, warranty information, invoicing requirements, and customer documentation are completed accurately and on time.
• Partner with Product Support, Parts, Sales, Credit, and other internal teams to resolve issues, support customer needs, maintain workflow visibility, and contribute to overall operational excellence.
• Responsibilities and requirements may evolve based on business needs, and additional duties may be assigned as necessary.

Qualifications

Required Qualifications

• High school diploma or equivalent required.
• Previous experience in dispatching, service coordination, customer service, operations, logistics, or a related field.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with Microsoft Office and business systems.
• Ability to perform effectively in a fast-paced, customer-focused environment.

Preferred Qualifications

• Experience within heavy equipment, construction equipment, fleet, trucking, industrial, power generation, or service operations environments.
• Previous dispatching or service department experience.
• Experience using ERP, scheduling, service management, or work order systems.
• Associate's or Bachelor's degree

This job description is not intended to be all-inclusive. Your supervisor may request and assign similar duties.

Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, gender identity, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer. Milton CAT is a Drug-Free workplace.