Position Summary:

The Dispatcher is responsible for the strategic coordination, routing, and scheduling of field technicians across HVAC, plumbing, and electrical service lines. Serving as the central operational hub between customers, field personnel, and management, this role focuses on maximizing daily efficiency, minimizing technician downtime, and protecting company revenue. The Dispatcher thrives in a fast-paced environment, actively managing real-time schedule changes, prioritizing emergencies, and ensuring high-quality data integrity.

Primary Goal: Optimize the technical team’s day and maximize revenue-generating opportunities.

Core Focus: Internal logistics, technician routing efficiency, capacity management, and "emptying the bucket" of service requests.

Key Accountabilities:

· · Strategic Scheduling & Route Optimization

· · Smart Dispatching: Assign service and maintenance calls to technicians based on priority tiers, geographical routing, technician skill sets, and performance metrics.

· · Dynamic Board Management: Finalize daily schedules and ensure priority jobs are locked in by 7:00 a.m. each business day.

· · Real-Time Adjustments: Continuously monitor schedules throughout the day, re-assigning technicians and altering routes to adapt to high-demand periods.

· · Urgency Triaging: Prioritize and immediately deploy resources to emergency situations (e.g., gas leaks, flooding) and premium membership commitment jobs.

· · Adapt to changing priorities and business requirements.

Technician Coordination & Capacity Management:

• Downtime Prevention: Ensure a next job is lined up within 15 minutes of receiving a technician's "15-minute warning" text. Proactively update the technician if a call is still being sourced to minimize field frustration.

• Status Monitoring: Track technician statuses in real time, ensuring field staff properly log their "Dispatched," "Arrived," "Meal Break," and "Closed" statuses.

• Intervention: Investigate paused or delayed jobs immediately to resolve bottlenecks in the field.

• Field Support: Provide technicians with accurate job profiles, customer history, gate codes, and critical schedule updates via ServiceTitan chat or phone calls.

• Cross-Department Communication: Send daily morning and mid-day availability updates to Customer Service Representatives (CSRs) and collaborate with the CSR Manager to target specific job markets for outbound calling.

Customer Communication:

• Pre-Dispatch Verification: Contact customers immediately prior to a technician dispatching to confirm they are home, ready, and expecting the visit.

• Delay Management: Keep customers informed of any schedule adjustments, technical delays, or arrival window updates in a professional manner.

• Next-Day Confirmations: Proactively call or message customers to secure confirmation for any unconfirmed jobs remaining on the next day's board.

ServiceTitan Accuracy & Administration:

• Data Integrity: Maintain precise customer records, service histories, and comprehensive internal job notes.

• Booking Quality Control: Audit and verify that all service and maintenance jobs are executed correctly in ServiceTitan, ensuring:

• Correct Business Unit (BU) and Job Type categorization.

• Clear, detailed job summaries outlining the customer’s request.

• Memberships are correctly linked to maintenance calls.

• Recalls are explicitly linked to previous work via the 'Job Actions' feature.

• Customer addresses are fully verified and appropriate operational tags are applied.

• Continuity & Hand-Offs: Draft and send comprehensive end-of-shift pass-down emails to ensure critical field updates are seamlessly transferred to other dispatch team members.

• Operational Alignment: Attend routine technician and departmental meetings to stay aligned on field expectations, company policies, and process changes.

Note: The above statements are intended to describe the general nature and level of work being performed by the incumbent of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.

Qualifications & Experience:

• Experience: Previous dispatching, scheduling, logistical routing, or fast-paced call center experience required.
• Industry Knowledge: Basic familiarity with residential HVAC, plumbing, or electrical service operations is highly preferred.
• Technical Skills: Experience using ServiceTitan (or similar trade CRM/dispatch platforms) and standard Microsoft Office programs considered an asset.
• Operational Skills: Exceptional multi-tasking abilities, sharp spatial mapping/routing awareness, and a strong sense of urgency.
• Communication: Excellent phone etiquette, clear verbal communication, and strong conflict-resolution skills.

Required Certifications and/or Documentation:

• Valid Class 5 Alberta Driver’s Licence and Drive’s Abstract
• Criminal Record Check

Expected Skills and Attributes:

• Basic verbal and written communication skills.
• Strong work ethic and highly motivated; ability to work in fast paced environment.
• Detail oriented.

Working Conditions & Performance Expectations:

• Requires early morning punctuality to meet the strict 7:00 a.m. board-locking deadline.
• Performance is measured by schedule efficiency, technician utilization rates, minimizing field downtime, and data entry accuracy.