Dispatcher - Service Coordinator

Dispatcher / Service Coordinator

Job Category: Administrative Services

Location: New York, NY

Reports to: Director of Operations

FLSA Status: Full Time/Exempt

Salary Range: $70,000 - $80,000 per year

Prepared by: Human Resources

Prepared Date: July 16, 2025

Company Overview

Penguin has been serving the New York metropolitan area for more than 70 years with professional and competitive commercial mechanical and facility maintenance services.

Our licensed professional engineers and more than 250 technicians expertly install, operate, maintain, and service mechanical, electrical, and HVAC systems for clients in many different industries.

By applying our expertise to project design, installation, and service, we help our customers to better understand effective project design and control installation costs. We also make sure they understand all long-term costs involved.

Summary

The Dispatcher will be responsible for providing excellent customer service while handling requests for service and dispatching technicians to service, repair and maintain. He or she will schedule and dispatch workers, work crews, equipment, or service vehicles for conveyance of materials, freight, or passengers, or for normal installation, service, or emergency repairs rendered outside the place of business. Duties may include using radio, telephone, or computer to transmit assignments and compiling statistics and reports on work progress.

Essential Duties and Responsibilities

Include the following. Other duties will likely be assigned.

• Monitor personnel or equipment locations and utilization to coordinate service and schedules.
• Schedule or dispatch workers, work crews, equipment, or service vehicles to appropriate locations, according to customer requests, specifications, or needs, using radios or telephones.
• Oversee all communications within specifically assigned territories.
• Relay work orders, messages, or information to or from work crews, supervisors, or field inspectors, using telephones or two-way radios.
• Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment.
• Communicate with customers (email & phone) and create detailed work orders of the service requested.
• Coordinate scheduling of work with customers, technicians, and other jobs/projects to maximize customer satisfaction. Also, takes into account customer urgency, parts/materials availability, and available manpower.
• Checks in with technicians via phone and email; provides them with hourly/daily updates regarding service call type, location, and scope of work.
• Primary contact between the customer and the service department (account managers, service manager, technicians, and billing).
• Responsible for taking service calls, quoted jobs, and warranty work from start (initial call) to completion (billing).
• Review service jobs, quoted jobs, & service projects to determine time frame for completion, identify necessary tools and material, and hold the necessary manpower.
• Review technicians' work orders and identifies opportunities to quote additional repairs or new equipment, address warranty issues, and make sure all material is accounted for.
• Accurately reviews of all previous day field visits and send updates to customers, account managers, and service manager as needed.
• Continuous management of the dispatch board throughout the day. Check all open calls and dispatch accordingly.
• Escalate critical and/or sensitive issues to the Superintendent with recommendation for resolution.
• Comply with all company operating policies, procedures, and safety programs as established.
• Perform additional assignments as required by the needs of the company or as directed by executives.

Qualifications

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Preferred Education and/or Experience

• Minimum 3 - 5 years related experience dispatching.
• Strong customer service skills.
• High School diploma or GED required.
• Knowledge of the construction industry.
• Working knowledge of federal, state, and city regulations and guidelines.

Computer Skills

• Proficiency with dispatching switchboards or systems.
• Familiarity with Microsoft Office applications, (i.e. Outlook, Word and Excel)

Required Attributes

• Must demonstrate integrity, honesty, professionalism and commitment to company values.
• Must be self-motivated and able to work efficiently in a fast-paced environment.
• Must have excellent organizational, communication, strategic, technical, analytical, problem solving, and multi-tasking skills.
• Must have high standards of quality with attention to detail.
• Must possess ability to manage and supervise personnel.
• Must build positive working relationships with multiple levels of employees, management, suppliers, and customers.

Language Skills

Must have the demonstrated ability to effectively communicate in English, cooperate, and collaborate with multiple levels of customer, employees, unions, government agencies, vendors and suppliers, and other contractor organizations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, see, talk, and hear. The employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee is regularly required to walk, reach with hands and arms, climb or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee may expect to work in typical office environment conditions except when visiting field locations. Field environments may vary based on project, manufacturing, or weather conditions. The noise level in the work environment is usually moderate to loud.