Mgr, Dispatch

Position Summary

The Dispatch Manager is responsible for leading and overseeing the daily dispatch and service coordination functions for ABC Mechanical's commercial HVAC service operation. This position serves as a central operational link between customers, service technicians, subcontractors, suppliers, vendors, project teams, and leadership.

The Dispatch Manager is responsible for ensuring service calls are dispatched efficiently and that the administrative and operational processes supporting service work are managed from initial request through completion, documentation, purchasing, invoicing, and follow-up. This role requires strong leadership, organization, communication, and operational judgment in a fast-paced environment with changing priorities, emergency calls, preventive maintenance obligations, and multiple internal and external stakeholders.

 

Essential Duties and Responsibilities

Dispatch and Service Coordination

• Lead and oversee all daily dispatch activities for internal service technicians and approved subcontractors.
• Prioritize and assign service calls based on urgency, technician skill level, geographic location, customer requirements, equipment type, available manpower, and contractual obligations.
• Continuously monitor the service schedule throughout the day and make adjustments as field conditions, emergency calls, technician availability, parts availability, or customer priorities change.
• Maintain visibility of technician status, including travel, arrival, diagnosis, repair progress, parts requirements, completion, and follow-up requirements.
• Ensure technicians receive complete and accurate information before arriving at customer locations.
• Coordinate emergency, same-day, after-hours, and high-priority service calls when required.
• Proactively minimize technician downtime by preparing subsequent assignments and coordinating the information, materials, and support necessary for efficient workflow.

Technician Communication and Coordination

• Maintain consistent communication with service technicians throughout the workday.
• Provide technicians with customer information, site details, equipment information, work-order requirements, access instructions, previous service history, and other information necessary to perform assigned work.
• Communicate schedule changes, customer requests, emergencies, job extensions, return visits, and changing priorities.
• Ensure technicians properly communicate job completion, unresolved conditions, additional work requirements, parts needs, and return-trip requirements.
• Escalate significant operational, customer, safety, equipment, or scheduling concerns to service management when necessary.

Service Record Management

• Maintain accurate and complete service records for dispatched work.
• Ensure work orders contain appropriate customer information, technician notes, equipment information, job status, repair recommendations, follow-up requirements, and supporting documentation.
• Monitor open work orders and identify calls that require additional action.
• Coordinate return visits and ensure unresolved service issues remain visible until properly addressed.
• Support accurate historical service records so management and technicians can quickly understand previous repairs and equipment history.

Subcontractor and Vendor Coordination

• Coordinate and manage subcontractors performing service work on behalf of ABC Mechanical.
• Assign subcontractor service requests and communicate job scope, customer requirements, scheduling expectations, and documentation requirements.
• Maintain communication with subcontractors regarding arrival times, progress, findings, repair requirements, parts needs, and completion status.
• Ensure subcontractors provide appropriate service documentation and invoices.
• Coordinate subcontractor activity both within Florida and in out-of-state markets where ABC Mechanical performs or manages customer service.
• Assist management in maintaining accountability for subcontractor performance, responsiveness, professionalism, documentation, and customer service.
• Coordinate the onboarding of new service vendors and subcontractors.
• Collect and maintain required vendor information and supporting documentation, including insurance certificates, W-9 information, contact information, billing requirements, and purchasing procedures.
• Communicate company expectations regarding documentation, communication, invoicing, customer interaction, and service performance.

Preventive Maintenance Coordination

• Coordinate scheduled preventive maintenance services performed by ABC Mechanical technicians and third-party vendors.
• Maintain visibility of upcoming preventive maintenance requirements and assist in ensuring services are completed within required timeframes.
• Coordinate access, scheduling, technicians, subcontractors, materials, and customer communication associated with preventive maintenance visits.
• Track incomplete or partially completed preventive maintenance work and coordinate required return visits.

Purchasing, Parts, and Invoice Administration

• Assist technicians and service management with locating required HVAC parts, components, controls, motors, compressors, refrigerant-related materials, and other service materials.
• Communicate with suppliers regarding availability, pricing, lead times, pickup locations, delivery options, and alternatives.
• Provide accurate parts information to technicians and management.
• Assist in coordinating emergency or after-hours parts availability when necessary.
• Maintain awareness of outstanding parts requirements associated with open service calls.
• Create and process purchase orders related to service work, vendors, suppliers, and subcontractors in accordance with company procedures.
• Ensure purchase orders contain accurate job, customer, technician, vendor, and project information.
• Maintain proper association between purchases and the corresponding service call, work order, or project.
• Receive and process invoices from suppliers, subcontractors, and service vendors.
• Verify invoices against purchase orders, service records, approved pricing, and work performed.
• Identify discrepancies and obtain clarification when necessary.
• Ensure invoices are routed appropriately for approval and payment.
• Assist in maintaining accurate vendor and subcontractor financial documentation.

Quote and Proposal Support

• Assist with preparation and coordination of service repair quotes.
• Obtain technician findings, labor requirements, parts pricing, subcontractor pricing, equipment information, and other necessary information.
• Prepare or assist in preparing accurate customer-facing service quotations.
• Track outstanding quotations and communicate required follow-up information to management.
• Provide backup support for preparation of smaller project proposals when required.
• Coordinate pricing information from suppliers, subcontractors, technicians, and internal management.
• Assist in compiling scope information, equipment information, labor requirements, exclusions, and supporting documentation.

Customer Service and Communication

• Maintain professional communication with customers regarding scheduling, technician arrival expectations, service status, delays, return visits, and other service-related matters.
• Provide timely updates when field conditions or emergencies affect the schedule.
• Help ensure customers understand the status of outstanding service requests.
• Escalate customer concerns or potentially significant service issues to management promptly.

Leadership and Team Oversight

• Lead the dispatch function rather than solely performing individual dispatch assignments.
• Train and mentor dispatch personnel.
• Delegate appropriate day-to-day dispatch responsibilities.
• Establish consistent dispatch procedures and communication standards.
• Monitor dispatcher performance and workload.
• Review scheduling effectiveness and work-order documentation quality.
• Create backup coverage for vacations, illness, and emergency situations.
• Assist management in developing scalable dispatch procedures as ABC Mechanical continues to grow.
• Serve as the primary escalation point for complex dispatch and scheduling issues.
• Maintain accountability within the dispatch function.

Other Duties

• Perform other duties as assigned.

 

Supervisory Responsibilities

This position is responsible for supervising dispatch personnel and supporting the continued development of the dispatch function. Responsibilities may include training, mentoring, assigning work, monitoring performance, and establishing backup coverage as the department grows.

 

Qualifications

Required

• Significant experience in dispatch, service coordination, field-service operations, or a comparable operational role.
• Demonstrated experience managing a high-volume dispatch environment.
• Strong knowledge of technician scheduling and field-service coordination.
• Experience communicating directly with technicians, vendors, subcontractors, suppliers, and customers.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple competing demands.
• Excellent attention to detail.
• Strong problem-solving abilities.
• Ability to remain organized and professional during emergency or high-pressure situations.
• Working knowledge of purchase orders, invoices, vendor management, service quotations, and related administrative workflows.
• Strong computer and software skills.

Preferred

• Experience in commercial HVAC, mechanical contracting, construction, facilities management, or field-service operations.
• Experience supervising or training dispatch personnel.
• Experience with ServiceTitan or comparable field-service-management software.
• Experience coordinating commercial preventive-maintenance contracts.
• Experience overseeing multiple technicians across a large geographic service territory.
• Experience coordinating subcontractors across multiple markets or states.
• Working knowledge of HVAC terminology, equipment types, repair processes, and service operations.
• Experience with purchasing and supplier coordination.
• Experience assisting with service quotations and small-project proposals.
• Ten or more years of dispatch or service-coordination experience preferred for senior-level candidates.

 

Knowledge, Skills, and Abilities

• Ability to provide leadership, establish expectations, and maintain accountability.
• Ability to respond with urgency in a fast-paced service environment.
• Strong organizational skills with the ability to manage multiple priorities without losing visibility of outstanding items.
• Ability to communicate clearly and professionally with technicians, customers, leadership, vendors, and subcontractors.
• Sound judgment in prioritization, technician assignments, escalation, and customer service matters.
• Strong sense of accountability and ownership for open items through completion.
• Ability to work effectively across departments and support both field and office personnel.
• Adaptability in response to changes in schedules, emergencies, staffing, equipment failures, and customer priorities.
• Strong attention to detail across service records, purchase orders, quotations, invoices, and schedules.
• Ability to identify problems and address them proactively.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Prolonged periods of sitting, using a computer, and communicating by phone and email.
• Regular use of standard office equipment.
• Ability to communicate effectively in person, by telephone, and electronically.
• May occasionally be required to lift and/or move items up to 15 pounds.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Primarily office-based in a support center environment.
• Fast-paced and deadline-driven with frequent interruptions and shifting priorities.
• Regular interaction with field personnel, customers, subcontractors, suppliers, and management.
• May require flexibility to respond to urgent service matters, after-hours escalations, or emergency situations.

 

Disclaimer

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications required. ABC Mechanical reserves the right to amend or modify this job description at any time to meet business needs.                                                                                                

Department

ABC Mechanical

Reports To

General Manager, ABC Mechanical

FLSA Status

Exempt

Employment Status

Full-Time, Salaried

Work Location

Support Center Based