Field Service Dispatcher

Field Dispatcher 

Position Summary

Yellowhouse is looking for a Field Dispatcher for the Lubbock location. This role is responsible for coordinating and dispatching field technicians to ensure efficient service operations, timely response to customer needs, and high-quality support for heavy equipment in the field. The Field Dispatcher serves as a central point of communication between customers, technicians, and internal departments, helping drive productivity, accuracy, and customer satisfaction.

Key Responsibilities

Scheduling & Dispatch Coordination

• Assign and dispatch field technicians based on skillset, location, and job priority
• Develop and maintain daily and weekly schedules to maximize efficiency
• Adjust schedules in real-time to accommodate emergency service calls and breakdowns

Customer Communication

• Receive and prioritize incoming service requests
• Communicate estimated arrival times, job updates, and completion statuses
• Set clear and realistic expectations with customers

Work Order Management

• Create and manage work orders with accurate and complete information
• Ensure all relevant details are documented, including machine information, job location, and customer concerns
• Monitor and update job status throughout the service process

Parts & Logistics Coordination

• Coordinate with the Parts Department to ensure availability of required parts
• Assist in ordering and arranging delivery of parts to job sites
• Help minimize repeat trips by ensuring technicians are properly equipped

Field Technician Support

• Serve as the primary point of contact for field technicians
• Assist with logistical challenges such as site access, equipment location, and customer coordination
• Balance technician workloads to maintain productivity and efficiency

Operational Efficiency & Reporting

• Track technician utilization, travel time, and job completion metrics
• Identify opportunities to improve scheduling efficiency and reduce downtime
• Support service department goals related to productivity and profitability

Documentation & Compliance

• Ensure accurate documentation of service activities and time entries
• Support warranty and service reporting requirements
• Maintain organized and up-to-date records

Qualifications

• High school diploma or equivalent required
• Previous experience in dispatching, service coordination, or heavy equipment industry preferred
• Strong organizational and time management skills
• Excellent communication and customer service abilities
• Basic mechanical knowledge of heavy equipment is a plus

What Success Looks Like

• Efficient scheduling and minimal technician downtime
• High level of customer satisfaction and communication
• Accurate and timely work order management
• Strong coordination between service, parts, and field teams