Service Dispatcher Watson Refrigeration | Raleigh, NC

Smart Care Equipment Solutions; Raleigh (NC); On-site; USD 42,000 - 60,000; Full time

Job summary

Watson Refrigeration, based in Raleigh, NC, is seeking a Service Dispatcher to join our on-site team. You will answer incoming service calls, create service jobs, and dispatch technicians based on location, availability, skill set, and urgency.

This on-site role requires prior dispatch or HVAC/R experience, strong organization, and clear communication. You will work closely with the service department to prioritize urgent refrigeration needs and provide excellent customer service.

Qualifications

• Prior dispatch, customer service, service coordination or administrative experience.
• Strong organizational skills and attention to detail.
• Ability to manage multiple calls, technicians, and changing priorities at once.
• Clear and professional phone and written communication.
• Comfortable working in a fast-paced service environment.
• Basic computer skills and the ability to learn dispatching and work-order systems.
• Ability to remain calm and make sound decisions when urgent calls arise.
• Dependable attendance and punctuality.
• Commercial refrigeration, HVAC, construction, or field-service experience is preferred but not required.

Responsibilities

• Answer incoming service calls and gather accurate information from customers.
• Create service jobs and work orders in the company system.
• Dispatch service technicians based on location, availability, skill set, and urgency.
• Review technicians' schedules and current workload before assigning calls.
• Create and process purchase orders as needed.
• Provide technicians with purchase-order numbers and other required job information.
• Communicate schedule changes, delays, and service updates to customers and technicians.
• Monitor open service calls and follow up to help keep jobs moving.
• Maintain accurate records, notes, and documentation.
• Receive and organize technicians' completed paperwork and parts information.
• Work closely with the service department to prioritize urgent refrigeration needs.
• Provide professional, responsive customer service throughout the entire process.

Skills

Dispatch experience

Customer service

Organizational skills

Multitasking

Clear communication

Computer skills

Calm under pressure

Attendance

HVAC/R experience

Job description

Service Dispatcher Watson Refrigeration | Raleigh, NC Full-Time | On-Site

This position must report to the Watson Refrigeration office in Raleigh, NC. Remote work is not available. Only applicants with previous dispatch experience or experience working in the HVAC/R industry will be considered at this time.

What You'll Do

• Answer incoming service calls and gather accurate information from customers
• Create service jobs and work orders in the company system
• Dispatch service technicians based on location, availability, skill set, and urgency
• Review technicians' schedules and current workload before assigning calls
• Create and process purchase orders as needed
• Provide technicians with purchase-order numbers and other required job information
• Communicate schedule changes, delays, and service updates to customers and technicians
• Monitor open service calls and follow up to help keep jobs moving
• Maintain accurate records, notes, and documentation
• Receive and organize technicians' completed paperwork and parts information
• Work closely with the service department to prioritize urgent refrigeration needs
• Provide professional, responsive customer service throughout the entire process

What We're Looking For

• Previous dispatch, customer service, service coordination, or administrative experience
• Strong organizational skills and attention to detail
• Ability to manage multiple calls, technicians, and changing priorities at once
• Clear and professional phone and written communication
• Comfortable working in a fast-paced service environment
• Basic computer skills and the ability to learn dispatching and work-order systems
• Ability to remain calm and make sound decisions when urgent calls arise
• Dependable attendance and punctuality
• Commercial refrigeration, HVAC, construction, or field-service experience is preferred but not required

Work Location

This is a fully on-site position based at Watson Refrigeration's Raleigh office. Candidates must be able to report to the office as scheduled. No remote or hybrid work is available.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC. Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at [e-mail].

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC. Our strong reputation and leading customer service stems from our high-quality technician base, breadth of services and quick response times. We are OEM-agnostic with the ability to service more than 10,000 types of equipment - giving you a valuable, single source provider to all your kitchen and refrigeration equipment needs. As we continue to build upon our foundation of world class technicians and national coverage, it is centered around how to better serve our broad range of customers - from grocery to restaurants, from corporate dining to hospitality, from large entertainment venues to higher education, from cold storage to convenience stores, from healthcare to casinos.