Field Services Dispatcher

The Service Dispatcher is responsible for coordinating and managing all daily service operations for Whitney & Son’s crushing, screening, and conveying equipment fleet. This role ensures that Rental, Shop, and Road Service Technicians are efficiently scheduled, properly supported, and fully informed to meet customer needs and internal service goals. The dispatcher serves as the central communication point between customers, technicians, parts personnel, sales, and leadership while maintaining accurate documentation, service records, and workflow visibility.

This position requires strong organizational skills, excellent communication, and the ability to make fast, informed decisions in a dynamic heavy-equipment environment.

Core Responsibilities

Service Scheduling & Coordination

• Schedule and dispatch Road Service Technicians for field jobs across New England and New York, including urgent breakdowns.
• Assign work to Shop Technicians and Yard/Rental Technicians based on skills, workload, and equipment availability.
• Prioritize jobs using severity, customer impact, and technician capability.
• Coordinate travel, hotel arrangements, and logistics for field technicians.
• Monitor technician status throughout the day and adjust schedules as circumstances evolve.

Work Order Management

• Create, update, and close work orders in the service management system.
• Ensure accurate recording of diagnostic notes, labor time, travel time, and parts usage.
• Track warranty vs. non-warranty jobs and ensure proper documentation.
• Maintain visibility on upcoming scheduled maintenance (250/500/1000-hour services).

Customer Communication

• Serve as the primary point of contact for incoming service calls.
• Provide updates on technician ETA, job progress, and estimated completion.
• Manage expectations around lead time, parts availability, travel, and required downtime.
• Escalate customer concerns to the Service Manager when needed.

Internal Coordination

• Work closely with the Parts Department to verify availability and ensure parts are staged for upcoming jobs.
• Communicate with Sales and Rental teams regarding machine status and repair timelines.
• Maintain accurate records of equipment location, service needs, and return-to-rental readiness.

Documentation & Reporting

• Maintain a live dispatch board and technician workload forecast.
• Track KPIs such as response time, job completion time, and technician utilization.
• Organize service history files for active customer equipment.
• Assist with MSHA and OSHA compliance recordkeeping for field personnel.

Required Qualifications

• 2+ years of experience in dispatching, scheduling, or customer service (preferably in heavy equipment, trucking, construction, or industrial machinery).
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Ability to manage rapidly changing priorities under pressure.
• Proficient with computers, scheduling software, and Microsoft Office (Outlook, Excel, Teams).
• Strong problem-solving skills and situational judgment.
• Ability to understand basic mechanical terminology (hydraulics, power units, conveyors, etc.) — training provided.

Preferred Qualifications

• Experience with service dispatching in construction, mining, industrial equipment, or fleet management.
• Familiarity with crushing, screening, or conveying equipment.
• Understanding of shop operations, field service workflows, or equipment maintenance.
• Knowledge of MA Hoisting licensing categories (for technician routing purposes).
• Exposure to MSHA/OSHA regulations.

Key Competencies

• Decision making: Able to allocate technicians quickly and effectively.
• Communication: Clear, confident, customer-friendly.
• Planning: Can forecast technician workload days or weeks ahead.
• Attention to detail: Accurate logs, timesheets, and work order data.
• Team coordination: Works well with technicians, parts, sales, and management.

Compensation will be DOE.

Pay: $26.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Parental leave
• Retirement plan
• Vision insurance

Work Location: In person