Service Delivery
Service Coordinator and Dispatcher
You own the flow of work through our service desk: triaging what comes in, assigning it to the right engineer, scheduling around client availability and drive time, and updating clients before they have to ask. It's a judgment role more than a technical one.
The job
The Service Coordinator and Dispatcher owns the flow of work through our service desk. You triage what comes in and put it with the right engineer, schedule on-site visits around client availability and drive time, and keep clients informed before they have to ask.
This is a judgment role more than a technical one. You won't be troubleshooting servers. You'll be deciding what's urgent and what only sounds urgent, who is best placed to take it, and what's about to slip.
This is a full-time, non-exempt position reporting to the Service Delivery Manager.
What you would be doing
- Triage every incoming ticket, and set priority on business impact and the service levels we committed to
- Dispatch work by skill, by current load, and by where the engineer already is
- Schedule on-site visits with the drive time between them accounted for, across Northeast Ohio
- Tell clients where things stand before they chase you. A short update sent early is the core of this job
- Watch ticket aging, find the work that has stalled, and push it to resolution or escalation
- Coordinate project work alongside day-to-day service so neither quietly eats the other
- Schedule vendors, carriers and suppliers, and hold them to the dates they gave you
- Keep the ticketing and PSA records accurate as you go, not at the end of the week
- Report on ticket volume and aging, and on whether the schedule held
What you need
Applicants must meet all of the following.
- One year in dispatch, scheduling, service coordination, or a high-volume customer service or service desk role, in any industry
- A demonstrated ability to hold several competing priorities under time pressure
- Strong writing and phone manner, including keeping a frustrated client calm and informed
- Comfort working inside a ticketing, dispatch or work order system all day
- Willingness to hold both engineers and clients to their commitments, which includes giving people answers they won't like
- Proficiency with ordinary business software
- Legal authorization to work in the United States without sponsorship
- Able to work on-site full-time at the Painesville office
What helps
- Dispatch or scheduling in a field service trade: heating and cooling, plumbing, electrical, mechanical or telecom
- Time at a managed service provider, or on an IT service desk
- Familiarity with a professional services automation or ticketing platform
- An understanding of how service level agreements decide what gets done first
- A real interest in technology, even with no IT job on your resume yet
What this role is not
- Not a technical support role. You'll pick up a lot of technology by being around it, but resolving tickets isn't your job. If what you want is a way into engineering, apply for the IT Support Technician role instead
- Not a management position, and not remote or hybrid. You'll have real influence over how the service desk runs with no direct reports, working on-site five days a week in Painesville
What good looks like in six months
- Engineers start each day with a schedule that is clear and achievable
- Ticket aging stays inside its thresholds, and every exception is a decision somebody made, never something nobody noticed
- Clients stop calling to ask where things stand, because you already told them
- The schedule survives a normal bad day: an emergency, a site nobody can get into, a vendor who didn't show
Working conditions
The role is office-based, with long stretches at a workstation on the phone and the computer.
Benefits for every role
Every role at Tech Dynamix includes these benefits.
Health plan
A company health plan with the company paying 100 percent of your coverage. There is no network, so you choose your doctors and hospitals, and a care coordinator handles the scheduling and the billing questions. Dependents can be added at group rates.
Direct Primary Care
The company also pays your membership at Maple Health DPC. Checkups, sick visits, most labs, and basic prescriptions are covered by the membership, and you reach your doctor by phone or text instead of starting a claim.
401(k) matching
The company matches the first 3 percent of your pay dollar for dollar, then half of the next 2 percent. Put in 5 percent and the company puts in 4.
Paid time off
PTO accrues every pay period, and the rate grows with your length of service. Up to 80 hours carries into the next year.
Ten paid holidays
Six company holidays, plus four floating days a year that you choose and your supervisor schedules.
Paid weekly
Payday is every Friday, by direct deposit, for the week before. Most of this industry pays twice a month.
A schedule with some give
Eight hours inside an 8:00 a.m. to 6:00 p.m. window with a full hour for lunch. Eight to five and nine to six are both normal, and other shifts get approved.
Training and certification
Certifications paid for and time made for them, plus leadership tracks and internships.
Bereavement leave
Three paid days for an immediate family member, and one paid day for an extended family member, somebody you were close to, or a pet.
Mileage and expenses
Approved travel is reimbursed on a submitted log, and business expenses on itemized receipts. Your commute is not travel, and nobody pretends otherwise.
Donation matching
Give to a cause you care about and the company gives alongside you. What you support is yours to choose.
Referral program
Rewards for referrals, for everybody on the payroll rather than only the people in sales.
Apply for this role
Send your resume and a few sentences about why this role interests you. There's no account to create and no long form to fill out.
Equal employment opportunity
Tech Dynamix is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. Reasonable accommodations are available on request during the application process. Ask, and it will be arranged.