Service Operations Specialist

PermaCold Engineering, Inc.; Portland (OR); On-site; USD 42,000 - 64,000; Full time

Job summary

PermaCold Engineering, Inc. is seeking a Full-time Dispatch & Workflow Coordinator to oversee centralized dispatch and administrative processes across supported locations.

You will coordinate technician scheduling and dispatch, balancing priorities with geography and workload while maintaining visibility of active work and emerging priorities. You will also review timecards, reconcile labor with work orders, monitor aging orders, and ensure accurate invoicing.

Qualifications

• Experience in service operations, dispatch, or field service administration preferred.
• Strong organizational and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Experience with scheduling, timekeeping, work-order management, or service administration.
• Strong attention to detail and financial awareness.
• Ability to analyze information and resolve routine operational issues.
• Strong written and verbal communication skills.
• Proficiency with service-management, ERP, dispatch, timekeeping, and Microsoft Office systems.

Responsibilities

• Coordinate technician scheduling and dispatch across locations and service areas.
• Balance priorities, technician availability, skills, geography, and workload for service resources.
• Maintain visibility of active work, schedule changes, coverage gaps, and priorities.
• Resolve scheduling and resource conflicts with field leadership.
• Escalate routine dispatch and administrative workflow issues.

Skills

Dispatch experience

Organizational skills

Multi-tasking

Timekeeping

Work-order management

Attention to detail

Communication skills

MS Office

ERP systems

Service-management software

Tools

ERP systems

Service-management software

MS Office

Job description

• Coordinate technician scheduling and dispatch across supported locations and service areas.
• Balance customer priorities, technician availability, skill requirements, geography, and workload when coordinating Service resources.
• Maintain visibility of active work, schedule changes, coverage gaps, and emerging Service priorities.
• Work closely with field leadership to resolve scheduling and resource conflicts.
• Serve as the primary point of escalation for routine dispatch and administrative workflow issues.

Job Type

Full-time

Description

Centralized Dispatch & Workflow

• Coordinate technician scheduling and dispatch across supported locations and service areas.
• Balance customer priorities, technician availability, skill requirements, geography, and workload when coordinating Service resources.
• Maintain visibility of active work, schedule changes, coverage gaps, and emerging Service priorities.
• Work closely with field leadership to resolve scheduling and resource conflicts.
• Serve as the primary point of escalation for routine dispatch and administrative workflow issues.

Time & Work-Order Administration

• Review technician timecards for accuracy, completeness, and proper labor allocation.
• Reconcile technician time with schedules and Service work orders.
• Monitor open and aging work orders and drive follow-up where action is required.
• Review completed work orders for labor, parts, materials, expenses, technician notes, customer authorization, and required documentation.
• Identify missing or inaccurate information and coordinate corrections with technicians and field leadership.
• Help ensure all billable labor and applicable Service charges are properly captured.

Work-Order Completion & Invoicing

• Own the administrative progression of work orders from field completion through invoice readiness.
• Ensure completed work orders move through review and invoicing in a timely manner.
• Maintain visibility of completed-not-invoiced work and identify barriers preventing billing.
• Coordinate with Service, Parts, and Accounting to resolve outstanding work-order issues.
• Monitor completed-to-invoiced cycle time and work-order aging.
• Help reduce revenue leakage caused by missed labor, materials, charges, or incomplete documentation.

Operational Support & Improvement

• Maintain consistent centralized dispatch and administrative processes across supported locations.
• Monitor technician utilization, labor capture, work-order aging, and administrative backlog.
• Identify workflow issues, trends, and opportunities for improvement.
• Maintain reports and operational visibility for the Director of Service.
• Recommend improvements to scheduling, work-order management, and Service administrative processes.
• Assist with training and implementation of standardized Service procedures.

Requirements

• Experience in Service operations, dispatch, field service administration, maintenance, HVAC/R, industrial refrigeration, or a related environment preferred.
• Strong organizational and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced Service environment.
• Experience with scheduling, timekeeping, work-order management, or Service administration.
• Strong attention to detail and financial awareness.
• Ability to analyze information, identify discrepancies, and independently resolve routine operational issues.
• Strong written and verbal communication skills.
• Proficiency with Service-management, ERP, dispatch, timekeeping, and Microsoft Office systems preferred.