Service Delivery
Service Coordinator and Dispatcher
Owns the flow of work through the service desk. Triage what comes in, put it with the right engineer, schedule around client availability and drive time, and tell people where things stand before they have to ask. A judgment job rather 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, 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 rather than a technical one. You will not be troubleshooting servers. You will be deciding what is genuinely urgent, what only sounds urgent, who is best placed to take it, and what is about to slip.
Full-time and non-exempt, so hours past 40 in a week are paid at time-and-a-half. Reports 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, rather than at the end of the week
- Report on ticket volume, on 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 living 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 will not 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 will absorb a lot of technology by proximity, but resolving tickets is not your job. If what you want is a way into engineering, apply for the Client Support Specialist instead.
- Not a management position. Real influence over how the service desk runs, and no direct reports.
- Not remote or hybrid. 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 rather than 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 did not show
Working conditions
Office based. Long stretches at a workstation, on the phone and the computer.
What everybody here gets
These come with the job, whichever job it is.
Paid weekly
Payday is every Friday, by direct deposit, for the week before. Most of this industry pays twice a month.
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.
Direct Primary Care
Group health coverage through a direct primary care arrangement, which means seeing a doctor without starting with an insurance process.
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.
Jury duty leave
Serve without it coming out of your PTO. Give us the summons when you get it and that is the end of the admin.
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.
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.
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.
Donation matching
Give to a cause you care about and the company gives alongside you. What you support is yours to choose.
Training and certification
Certifications paid for and time made for them, plus leadership tracks and internships.
Referral program
Rewards for referrals, for everybody on the payroll rather than only the people in sales.
Apply for this role
A resume and a few lines about why this one. No account to create, no 40-field form.
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.