Service Dispatcher / Coordinator

PDS Tech Commercial; Baltimore (MD); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

401K plan

Job summary

PDS Tech Commercial is hiring a Service Dispatcher/Coordinator to support a leader in HVAC manufacturing and service. You will dispatch technicians, optimize routes, and manage daily service requests onsite in Baltimore, MD.

Strong organizational and communication skills are essential, along with proficiency in Microsoft Office and dispatch software. The role emphasizes flexible prioritization, collaboration with managers, and adherence to Standard Operating guidelines to ensure timely service

Qualifications

• High school diploma or GED required.
• Strong organizational skills to manage multiple priorities in a fast-paced environment.
• Excellent customer service, communication, and interpersonal skills.
• Proficiency with Microsoft Office and scheduling/dispatch software.
• Ability to make sound decisions and adapt quickly to changing priorities.
• Strong attention to detail and accuracy.
• Ability to work collaboratively with technicians, managers, and customers.
• Ability to work onsite.

Responsibilities

• Answer incoming customer calls and create accurate dispatch tickets for every service request.
• Schedule and dispatch daily technician work orders with clear scope, priorities, and time requirements.
• Optimize technician routes for efficiency while meeting customer commitments.
• Prioritize repair requests and adjust schedules for urgent service calls.
• Prepare bi-weekly technician schedules with Service Manager and accounts team.
• Distribute daily work orders and provide technicians with necessary information.
• Follow scheduling guidelines and maintain efficient field operations.
• Track non-productive technician time and maintain records.
• Maintain dispatch, customer, and billing files.
• Report KPIs during Daily Management Board meetings and suggest improvements.
• Complete follow-up tasks and escalate scheduling or operational issues.

Skills

Organizational skills

Customer service

Microsoft Office

Scheduling software

Decision making

Attention to detail

Team collaboration

Onsite work

Education

High school diploma or GED

Tools

Scheduling/dispatch software

Job description

Keep Service Running Smoothly as a Service Dispatcher/Coordinator Supporting a Leader in the HVAC Manufacturing & Service Industry

Location: Baltimore, MD | Schedule: Mon to Friday: 7am to 4pm | Payrate: $15.38/hour

PDS Tech Commercial is partnering with a leader in the HVAC manufacturing and service industry to hire an organized and customer-focused Service Dispatcher/Coordinator . If you thrive in a fast-paced environment, enjoy coordinating schedules, solving problems, and ensuring customers receive timely service, this onsite opportunity is for you.

As a Service Dispatcher, you'll be the hub of daily field service operations—dispatching technicians, coordinating service requests, optimizing schedules, and ensuring every job is assigned efficiently. Your ability to balance priorities and communicate effectively will help keep technicians productive and customers satisfied.

What You'll Do

In this dynamic role, you will:

• Answer incoming customer calls and create accurate dispatch tickets for every service request.

• Schedule and dispatch daily technician work orders, ensuring the scope of work, priorities, and time requirements are clearly communicated.

• Optimize technician routes to maximize efficiency while meeting customer commitments and service-level expectations.

• Prioritize repair requests and adjust schedules to accommodate urgent and emergency service calls.

• Partner with the Service Manager and Account Management Processor to prepare bi-weekly technician schedules.

• Proactively distribute daily work orders and ensure technicians have the information needed to complete each assignment successfully.

• Adhere to scheduling guidelines and work order priorities to maintain efficient field operations.

• Track and document non-productive technician time.

• Maintain customer records, dispatch documentation, and billing files.

• Participate in Daily Management Board (DMB) meetings, reporting on key performance indicators (KPIs) and contributing ideas to improve service performance.

• Complete assigned follow-up tasks and elevate scheduling or operational issues that could impact customer service.

• Ensure Standard Operating (S&O) guidelines and best practices are consistently followed.

• Provide administrative and operational support as business needs require.

What We're Looking For

Required Qualifications

• High school diploma or GED.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Excellent customer service, communication, and interpersonal skills.

• Strong computer proficiency, including Microsoft Office and scheduling or dispatch software.

• Ability to make sound decisions and adapt quickly to changing priorities.

• Strong attention to detail and commitment to accuracy.

• Ability to work collaboratively with technicians, managers, and customers.

• Ability to work onsite .

Pay Details:

$15.38 per hour

Benefit offerings available for our associates include

• medical
• dental
• vision
• life insurance
• short-term disability
• additional voluntary benefits
• EAP program
• commuter benefits and a 401K plan

Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.