Service Scheduler-Dispatcher

Position Title: Service Dispatcher

Office Location: Loganville, GA

Exemption Classification: Salary Exempt

Reports To: Service Manager

Date: JOB SUMMARY:

The Service Dispatcher keeps all Tomco Systems field technicians in the right place at the right time. This person books customer service calls, builds and adjusts daily technician routes, and is the main link between customers, technicians, and the service manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Scheduling

• Answer inbound calls, emails, and web requests; book service, repair, maintenance, and installation appointments.
• Build daily and weekly technician schedules based on skill set, location, parts availability, and job priority.
• Confirm appointments with customers and send reminders; reschedule cancellations and fill open slots.
• Manage recurring maintenance agreements so planned visits are booked on time.

Dispatching

• Assign jobs to technicians and route them to reduce driving time and overtime.
• Track technicians in real time through GPS and the field service software; adjust routes as jobs run long or emergencies come in.
• Triage urgent and after-hours calls and dispatch the right technician quickly.
• Keep customers updated on arrival windows and delays.

Coordination and records

• Work with the parts or warehouse team to confirm materials are ready before a job is dispatched.
• Enter and update work orders, job notes, and customer records accurately.
• Close out completed jobs and pass them to billing promptly.
• Escalate complaints, warranty issues, and callbacks to the Service Manager.
• Report on daily metrics such as jobs completed, technician utilization, and first-time fix rate.

KNOWLEDGE, EDUCATION, EXPERIENCE AND/OR ABILITIES: Required

• High school diploma or GED.
• 2+ years in scheduling, dispatch, customer service, or a similar coordination role.
• Comfortable with computers, Microsoft Office or Google Workspace, and learning new software.
• Clear phone and written communication.

Preferred

• Experience in a trade or field service business (HVAC, plumbing, electrical, appliance, equipment service, or similar).
• Hands-on use of field service software such as Service Titan, House call Pro, Jobber, Field Edge, or Salesforce Field Service.
• Knowledge of the local service area and its geography.
• Bilingual (English/Spanish) a plus.

COMPETENCIES: