Dispatcher Field Service

The Field Service Dispatcher is responsible for coordinating and optimizing the daily schedules of 12-17 service technicians to ensure timely, efficient, and high-quality service delivery. This role requires strong organizational skills, attention to detail, and effective communication with internal teams and external customers., * Review incoming service requests and ensure they are scheduled promptly in the service management system.

• Assess service requirements (e.g., equipment needs, labor requirements, time estimates) to ensure successful job completion.
• Manage and prioritize technicians’ workloads, with a focus on aging and high-priority service orders.
• Confirm readiness for service, including parts availability and completion of any required site inspections.
• Optimize technician routes to reduce travel time and increase efficiency.
• Communicate with customers to confirm service appointments and provide scheduling updates.
• Reschedule services as needed and proactively address scheduling conflicts.
• Coordinate third-party or outsourced labor when required.
• Maintain accurate scheduling records in ServiceNow (or applicable system).
• Participate in scheduled team calls to review service status and priorities.
• Communicate with technicians regarding job outcomes, work orders, and site issues.
• Provide status updates to distributors and internal stakeholders as requested.
• Update service records to reflect changes such as additional work, parts needed, or extended timelines.
• Track and schedule technician availability, including time off and downtime.
• Collaborate with warehouse team members to ensure operational continuity and cross-functional support.
• Balance technician workloads across regions and assist in resource allocation when additional support is needed.

Do you have experience in Customer communication?, Do you have a High school diploma or GED?, * High school diploma or GED preferred.

• Basic knowledge of window and door systems is a plus.
• Prior experience in dispatching, scheduling, or service coordination preferred., * Proficiency with computers and office software (Microsoft Outlook, Windows, etc.).
• Experience using service management or dispatch systems (e.g., ServiceNow) preferred.
• Strong organizational and time management skills.
• Ability to work independently and collaboratively in a team environment.
• Solid problem-solving and decision-making abilities.

Communication Skills

• Strong verbal and written communication skills.
• Ability to interact professionally with customers, distributors, technicians, and internal teams.
• Bilingual (English/Spanish) is a plus, particularly in regions with a high Spanish-speaking customer base.

Mathematical Skills

• Basic math skills, including addition, subtraction, multiplication, and division.
• Ability to read and interpret measurements (e.g., tape measure).

Reasoning Ability

• Ability to identify potential risks or liabilities and escalate concerns appropriately.
• Sound judgment in handling complex scheduling and service issues.

Physical Requirements & Work Environment

• Primarily office-based with regular sitting, standing, and walking.
• Frequent use of office equipment requiring hand-eye coordination.
• Ability to lift up to 75 lbs and assist with moving materials (e.g., glass, frames) when needed.
• Occasional physical activity including pushing, pulling, bending, and reaching.
• Exposure to warehouse and job site environments, including outdoor conditions.
• Availability for overtime as needed.
• Requires consistent daily attendance to maintain service levels and customer satisfaction.

Pulled from the full job description

• Tuition reimbursement
• Pet insurance
• Prescription drug insurance
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount, At MITER Brands, we invest in your health, wealth, and wellness. Our comprehensive benefits package supports you and your eligible spouse/dependents while helping you achieve your personal and professional goals.

We offer competitive pay, a 401(k) with company match, and generous paid time off to help you maintain a healthy work-life balance.

Health & Wellness

• Three comprehensive medical plan options
• Prescription drug coverage
• Dental insurance
• Vision insurance
• Teladoc virtual healthcare services
• Employee Assistance Program (EAP)
• Annual Wellness Clinic

Financial Protection

• Company-paid Life Insurance
• Voluntary Life Insurance
• Company-paid Short-Term Disability
• Company-paid Long-Term Disability
• Supplemental Hospital Indemnity Insurance
• Critical Illness Insurance
• Accident Insurance

Additional Benefits

• Paid Time Off (PTO) and paid holidays
• 401(k) retirement plan with company match
• Tuition Reimbursement Program
• Legal Insurance
• Identity Theft Protection
• Pet Insurance
• Team Member Discount Program