" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eDispatch Service Coordinator\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"20705\"\u003e IT \u0026amp; Telecomms \u003c/li\u003e \u003cli data-id=\"20706\"\u003e WAN / Telecommunications \u003c/li\u003e \u003cli data-id=\"20707\"\u003e US, Nationwide \u003c/li\u003e \u003cli data-id=\"20708\"\u003e Permanent / Full Time \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 5/11/2026 \u003c/p\u003e \u003c/div\u003e \u003cdiv class=\"description\"\u003e Dispatch \u0026amp; Technical Service Coordinator\u003cbr\u003e\u0026nbsp;\u003cbr\u003eAbout the Role\u003cbr\u003e\u0026nbsp;\u003cbr\u003eThe \u003cstrong\u003eDispatch \u0026amp; Technical Service Coordinator\u003c/strong\u003e plays a critical role within ServicePoint\u0027s Service Delivery organization by coordinating field service activities, managing customer and technician communications, and helping ensure service requests are resolved efficiently and within required SLAs.\u003cbr\u003e\u0026nbsp;\u003cbr\u003eThis role combines \u003cstrong\u003edispatch coordination, customer service, operational support, and technical problem-solving\u003c/strong\u003e. The Coordinator monitors active service requests, schedules and coordinates field engineers and technicians, tracks work order progress, communicates updates, and helps troubleshoot service delivery issues.\u003cbr\u003e\u0026nbsp;\u003cbr\u003eThe ideal candidate has experience in a \u003cstrong\u003edispatch, service coordination, call center, IT support, telecommunications, networking, or field service environment\u003c/strong\u003e and is comfortable working in a fast-paced operation where priorities can change quickly.\u003cbr\u003e\u0026nbsp;\u003cbr\u003e\u0026nbsp;\u003cbr\u003eWhat You\u0027ll Do:\u003cbr\u003e\u0026nbsp;\u003cbr\u003eDispatch \u0026amp; Service Coordination\u003cbr\u003e \u003cul\u003e \u003cli\u003eEvaluate, prioritize, and manage incoming service requests and dispatch activities.\u003c/li\u003e \u003cli\u003eCoordinate field service appointments for engineers and technicians across multiple active service events.\u003c/li\u003e \u003cli\u003eAssign and coordinate field resources based on skill set, availability, location, urgency, and customer requirements.\u003c/li\u003e \u003cli\u003eMonitor active work orders from dispatch through completion.\u003c/li\u003e \u003cli\u003eAdjust routing, scheduling, and staffing as service conditions change.\u003c/li\u003e \u003cli\u003eRespond to failed automation requests and manually create service tickets within required response timelines.\u003c/li\u003e \u003cli\u003eTrack service request progress and maintain accurate records in Salesforce and other operational systems.\u003c/li\u003e \u003cli\u003eEnsure dispatches, updates, and escalations are completed within required customer and operational SLAs.\u003c/li\u003e \u003c/ul\u003e Customer \u0026amp; Field Communication\u003cbr\u003e \u003cul\u003e \u003cli\u003eServe as a central point of communication between customers, field engineers, technicians, TAC, Technical Staffing, Project Management, and Operations.\u003c/li\u003e \u003cli\u003eConduct confirmation calls, customer follow-ups, and outbound service communications.\u003c/li\u003e \u003cli\u003eProvide real-time updates regarding technician arrival times, schedule changes, scope changes, delays, and service status.\u003c/li\u003e \u003cli\u003eCommunicate clearly and professionally with customers and technical personnel, including during high-priority or time-sensitive situations.\u003c/li\u003e \u003cli\u003eMaintain accurate documentation of customer and field communications.\u003c/li\u003e \u003c/ul\u003e Technical Support \u0026amp; Troubleshooting\u003cbr\u003e \u003cul\u003e \u003cli\u003eApply basic technical knowledge to understand and triage service requests involving \u003cstrong\u003evoice, data, networking, telecommunications, IT, audio/visual, hardware, software, or related technologies\u003c/strong\u003e.\u003c/li\u003e \u003cli\u003eReview service requests and identify the appropriate technical resource, skill set, or escalation path.\u003c/li\u003e \u003cli\u003eWork with field engineers and technical teams to understand reported issues and determine appropriate next steps.\u003c/li\u003e \u003cli\u003eAssist with troubleshooting service delivery issues and help identify potential causes of delays or failed service events.\u003c/li\u003e \u003cli\u003eUnderstand technical terminology and communicate technical information effectively to both technical and non-technical audiences.\u003c/li\u003e \u003cli\u003eSupport technical escalations by gathering accurate information, documenting troubleshooting steps, and coordinating the appropriate resources.\u003c/li\u003e \u003cli\u003eRecognize situations that require escalation to TAC, Technical Staffing, Operations leadership, or other technical resources.\u003c/li\u003e \u003c/ul\u003e What Success Looks Like\u003cbr\u003eA successful Dispatch \u0026amp; Technical Service Coordinator is:\u003cbr\u003e \u003cul\u003e \u003cli\u003e\u003cstrong\u003eCustomer-focused\u003c/strong\u003e \u0026mdash; communicates professionally and keeps the customer informed.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eTechnically capable\u003c/strong\u003e \u0026mdash; understands basic IT, networking, telecommunications, or field service concepts and can effectively communicate with technical teams.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eHighly organized\u003c/strong\u003e \u0026mdash; manages multiple service events without losing track of details.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eResponsive\u003c/strong\u003e \u0026mdash; acts quickly when service requests, escalations, or customer needs require immediate attention.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eCalm under pressure\u003c/strong\u003e \u0026mdash; handles urgent situations professionally and methodically.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eAnalytical\u003c/strong\u003e \u0026mdash; evaluates information, identifies problems, and determines appropriate next steps.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eAdaptable\u003c/strong\u003e \u0026mdash; adjusts quickly when schedules, staffing, routes, or priorities change.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eAccountable\u003c/strong\u003e \u0026mdash; owns service requests through completion and follows through on commitments.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eCollaborative\u003c/strong\u003e \u0026mdash; works effectively with customers, technicians, engineers, TAC, staffing, project management, and operations teams.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eDetail-oriented\u003c/strong\u003e \u0026mdash; maintains accurate work orders, notes, dispatch information, and communication records.\u003c/li\u003e \u003c/ul\u003e Performance Expectations\u003cbr\u003ePerformance in this role will be measured through a combination of operational, customer service, and dispatch metrics, including:\u003cbr\u003e \u003cul\u003e \u003cli\u003e\u003cstrong\u003eSpeed to Answer\u003c/strong\u003e \u0026mdash; Respond to inbound calls within established operational targets.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eAbandonment Rate\u003c/strong\u003e \u0026mdash; Maintain low abandonment rates within assigned call queues.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eCall \u0026amp; Dispatch Productivity\u003c/strong\u003e \u0026mdash; Meet established expectations for call handling, dispatch activity, and service request management.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eSLA Compliance\u003c/strong\u003e \u0026mdash; Ensure service requests, dispatches, escalations, and updates are completed within required response times.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eDispatch Accuracy\u003c/strong\u003e \u0026mdash; Maintain accurate technician assignments, routing, scheduling, documentation, and service updates.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eCustomer Satisfaction\u003c/strong\u003e \u0026mdash; Deliver professional, timely, and effective customer communication.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eFailed Automation Response Time\u003c/strong\u003e \u0026mdash; Respond to failed automation events and manual ticket creation requirements within established targets.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eDocumentation Quality\u003c/strong\u003e \u0026mdash; Maintain complete and accurate service records throughout the lifecycle of each service event.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eService Resolution Support\u003c/strong\u003e \u0026mdash; Effectively identify, coordinate, and escalate issues impacting service delivery.\u003c/li\u003e \u003c/ul\u003e Required Qualifications\u003cbr\u003e \u003cul\u003e \u003cli\u003eHigh school diploma or equivalent.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003e2+ years of experience\u003c/strong\u003e in dispatch, service coordination, call center operations, IT support, telecommunications, field service, logistics, or a similar environment.\u003c/li\u003e \u003cli\u003eStrong customer service and communication skills.\u003c/li\u003e \u003cli\u003eExperience working in a fast-paced, high-volume operational environment.\u003c/li\u003e \u003cli\u003eStrong organizational, multitasking, and time-management skills.\u003c/li\u003e \u003cli\u003eStrong analytical and problem-solving abilities.\u003c/li\u003e \u003cli\u003eHigh attention to detail and accuracy.\u003c/li\u003e \u003cli\u003eAbility to remain calm and professional during urgent or escalated situations.\u003c/li\u003e \u003cli\u003eProficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.\u003c/li\u003e \u003cli\u003eAbility to learn and navigate multiple operational and service management systems.\u003c/li\u003e \u003cli\u003eBasic technical understanding of \u003cstrong\u003eIT, networking, telecommunications, voice/data, hardware, software, or related field service environments\u003c/strong\u003e.\u003c/li\u003e \u003cli\u003eAbility to work independently and make sound operational decisions when immediate management support is unavailable.\u003c/li\u003e \u003c/ul\u003e Preferred Qualifications\u003cbr\u003e \u003cul\u003e \u003cli\u003eExperience supporting \u003cstrong\u003enational or multi-site field service operations\u003c/strong\u003e.\u003c/li\u003e \u003cli\u003ePrevious experience dispatching field engineers, technicians, installers, or service personnel.\u003c/li\u003e \u003cli\u003eExperience with \u003cstrong\u003eSalesforce, ServiceNow, RingCentral, workforce management, CRM, or service management platforms\u003c/strong\u003e.\u003c/li\u003e \u003cli\u003eExperience working with \u003cstrong\u003eSLAs, service requests, work orders, escalations, and priority incidents\u003c/strong\u003e.\u003c/li\u003e \u003cli\u003eIT support or technical service experience.\u003c/li\u003e \u003cli\u003eExperience troubleshooting basic hardware, software, network, connectivity, or telecommunications issues.\u003c/li\u003e \u003cli\u003eFamiliarity with field service terminology and technician workflows.\u003c/li\u003e \u003cli\u003eExperience coordinating resources across multiple teams or geographic locations.\u003c/li\u003e \u003cli\u003eCompTIA, IT, networking, telecommunications, or other relevant technical certifications.\u003c/li\u003e \u003c/ul\u003e Work Environment\u003cbr\u003e\u0026nbsp;\u003cbr\u003eThis is a \u003cstrong\u003ehigh-volume, operations-focused role\u003c/strong\u003e where priorities may change throughout the day. The Coordinator must be comfortable managing multiple service events simultaneously while maintaining accuracy, urgency, and professionalism.\u003cbr\u003e\u0026nbsp;\u003cbr\u003eThe Ideal Candidate\u003cbr\u003eThe strongest candidates will bring a combination of \u003cstrong\u003edispatch expertise and technical aptitude\u003c/strong\u003e.\u003cbr\u003eYou don\u0027t need to be a network engineer or senior IT technician. However, you should be comfortable understanding technical service requests, speaking with technicians and engineers, asking the right troubleshooting questions, recognizing when an issue needs escalation, and coordinating the right resources to keep the service event moving.\u003cbr\u003e\u0026nbsp;\u003cbr\u003eExperience in \u003cstrong\u003edispatch + IT support, field service + customer service, telecommunications + operations, or logistics + technical coordination\u003c/strong\u003e is especially valuable.\u003cbr\u003e\u0026nbsp;\u003cbr\u003e\u003cem\u003eThis job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.\u003c/em\u003e\u0026nbsp;\u003cbr\u003e\u0026nbsp;\u003cbr\u003e\u003cem\u003eServicePoint is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.\u003c/em\u003e\u0026nbsp;\u003cbr\u003e\u0026nbsp;\u003cbr\u003e\u003cem\u003eServicePoint is committed to providing accommodations to individuals with disabilities. If you require accommodations during the application or interview process, please communicate the specific accommodations needed as soon as possible so they can be provided for you.\u003c/em\u003e\u0026nbsp; \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"569073\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "