Dispatcher

For more than 75 years, Air Equipment Company has been solving the toughest HVAC challenges with smart, reliable solutions. We partner with over 45 leading manufacturers to bring cutting-edge air systems to life—and we do it with a team that values agility, collaboration, and fresh thinking. From engineers to sales and support, every voice on our team plays a part in pushing the industry forward.

If you’re looking for your next move, we’re glad you found us. At AEC, you’ll join a company where local roots meet the strength of a national network—giving you the tools to grow, the space to innovate, and the chance to make a real impact from day one. We review every application carefully and appreciate your interest in growing your career with our team.

The Opportunity

The Service Dispatcher is responsible for planning, coordinating, and directing activities of Air Equipment Company service resources. This person will also be responsible for communicating with the Field Technicians, Team Leaders, and coordinating jobs with the Sales teams. Must be detailed and customer service oriented and have excellent organizational skills. Position requires a high level of correspondence with customers, technicians, supervisors, and Managers. This seat is based out of our Louisville, KY office.

Description of Principle Duties:

• Works with Service Coordinator to dispatch service resources, as related to service operations.
• Daily management and scheduling of Service Technicians.
• Generates Work Order documents, dispatches technicians, and notifies customers.
• Schedule’s personnel and gather required information for field staff to effectively execute jobs.
• Maintains customer satisfaction by investigating concerns, routing them to the assigned technician, and responding to special requests.
• Interacts and communicates with Sales, Technicians, and Managers to assign and dispatch Technicians.
• Reviews project paperwork, including service start-ups, and internal work requirements to Project Managers.
• Ability to coordinate incoming and outgoing parts requested by Technicians for current projects.
• After-hours Service contact when required (rotating schedule). Responsible for vetting after-hours incoming requests and dispatching of Technician.
• Will confirm with customers dates of service on the schedule.
• Scheduling of service personnel, materials, sub-contractors, and equipment based on project needs, skill sets, and availability.
• Tracking of Service technicians PTO and off days on the Service calendar.
• Coordinates with the Parts and Sales Teams, as necessary.
• Responsible for organization of Service folders housed in SharePoint.
• Demonstrate ability to maintain a pleasant and cooperative temperament with internal and external customers.

Other Skills/Abilities

Behavioral & Interpersonal Skills
Highly engaging facilitator with strong executive presence. Excellent verbal, written, and presentation skills. Ability to build trust, influence leaders, and collaborate cross-functionally. Demonstrates integrity, adaptability, and a continuous improvement mindset.
Personal and Interpersonal Skills
Ability to establish and grow relationships with customers through effective verbal and written communication. Dedicated to the needs of the customers, manufacturers and peers and has the patience to actively listen to all business partners. Able to solve problems and skillfully negotiate with a minimum of noise while managing stress. Demonstrates integrity and trust through appropriate directness and truthfulness. Ability to understand personal strengths and weaknesses, seek feedback and improve upon shortcomings.

Technical & Systems Skills
Proficiency with LMS platforms, e-learning tools, and Microsoft Office. Deep understanding of CRM systems and sales enablement technology.

Environmental Requirements
Office-based with frequent travel to field locations. Ability to stand, walk, and present for extended periods. Occasional lifting of up to 25 pounds.

Physical Demands
While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone, reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Reasonable accommodations will be made for qualified individuals with disabilities unless doing so would result in an undue hardship.

Salary ranges listed are dependent upon a candidate’s qualifications, experience, internal equity, and the budgeted amount for the specific role and location.