Service Dispatcher

The Service Dispatcher at MW Industrial is a critical role within our Service department, ensuring seamless coordination of HVAC service operations across Southern California. This position is responsible for scheduling and dispatching service calls for our HVAC technicians, acting as the primary liaison between technicians, expeditors, vendors, and clients. The role demands exceptional organizational skills, real-time problem-solving, and clear communication to maximize efficiency and deliver outstanding customer service.

In addition to dispatching duties, this role includes parts ordering, service coordination, and administrative support to ensure jobs are properly equipped, scheduled, and completed efficiently. This position is ideal for a proactive, detail-oriented individual who thrives in a fast-paced, team-oriented environment.

• Assign HVAC service calls to available technicians based on skill sets, availability, and geographic proximity.
• Plan and optimize technician routes to ensure timely and efficient service delivery across Southern California.
• Continuously monitor technician locations, job statuses, and service progress using dispatching software.
• Prioritize service requests based on urgency, customer needs, and operational goals.
• Proactively resolve scheduling conflicts, delays, or equipment issues in real time.

• Coordinate parts ordering for service repairs, maintenance, and follow-up work based on technician diagnostics.
• Communicate with vendors and suppliers to confirm pricing, availability, lead times, and delivery schedules.
• Track ordered parts and ensure they are received, staged, or delivered to technicians as needed.
• Coordinate return visits and follow-up service calls once parts arrive.
• Maintain accurate records of parts orders, backorders, and job-related materials.

• Serve as the primary point of contact between technicians, customers, vendors, management, and company executives.
• Review and manage work orders, reassign incomplete calls, and identify multiple work orders at the same location to improve efficiency.
• Receive and process client scheduling requests, ensuring clear communication and timely follow-up.
• Work closely with the General Manager and Service team to align daily operations with company goals.

• Assist with documentation, data entry, and reporting using Microsoft Office, Housecall Pro, and Quick Books.
• Maintain accurate service records, job notes, and customer information.
• Support billing and job closeout processes by ensuring work orders and documentation are complete.

• High school diploma or equivalent required.
• Minimum of 2 years of experience in scheduling and dispatching, preferably in HVAC, construction, or a related industry.
• Familiarity with the geographical areas of Southern California, including the SoCal freeway system.

• Communication
  :
  Clear and effective verbal and written communication skills for interacting with technicians, clients, and team members.
• Multitasking
  :
  Ability to manage multiple tasks, schedules, and communications simultaneously under tight deadlines.
• Organizational Skills
  :
  Strong attention to detail and the ability to maintain accurate records and schedules.
• Decision Making
  :
  Quick and effective decision-making to address real-time operational challenges.
• Technical Proficiency
  :
  Experience with dispatching software, fleet management systems, and Microsoft Office (Teams, SharePoint, Outlook, Word, Excel, PowerPoint). Familiarity with Quickbooks programs is a plus.
• Geographical Knowledge
  :
  In-depth understanding of Southern California’s geography and freeway system to optimize routes.
• HVAC Technician Expertise
  :
  Ability to learn and understand HVAC technician skill sets to ensure proper task assignments.
• Self-Starter
  :
  Proactive and able to work independently while also thriving in a collaborative team environment.
• Attention to Detail
  :
  Meticulous in monitoring job progress, technician availability, and work order accuracy.
• Problem-Solving
  :
  Abili…