HVAC Service Dispatcher

HVAC Service Dispatcher

UPM Mechanical LLC provides quality mechanical and construction services to contractors and owners in the Denver area and beyond. The company operates within a structured administrative and management framework designed to deliver work efficiently accurately and at a high level of quality.

The Service Dispatcher is responsible for coordinating daily service operations ensuring technician schedules run efficiently and maintaining communication between customers technicians and internal teams. This role supports the Service Manager and Service Department by managing scheduling dispatching invoicing preparation and administrative coordination to ensure all customer commitments are met.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Schedule and dispatch service technicians based on priority location and capacity
  

• Adjust and reschedule technician routes to maximize efficiency and meet customer commitments
  

• Serve as primary point of contact for incoming service calls and customer inquiries
  

• Communicate job details updates and schedule changes to technicians and internal teams
  

• Maintain dispatch board to ensure maximum technician utilization
  

• Generate service tickets and manage service workflows within BuildOps including:
  
• Quoting repairs
  
• Inputting service agreements and service projects
  
• Maintaining dispatch board accuracy
  
• Perform complete job check-out procedures
  

• Track job progress and follow up with customers on service completion and quotes
  

• Maintain customer satisfaction by addressing questions and routing issues appropriately
  

• Handle customer billing inquiries and investigate invoice discrepancies
  

• Prepare invoices and input purchase order (PO) line items and receipts for accounting
  

• Confirm reconcile and submit technician hours weekly for payroll processing
  

• Enter service timesheets into payroll systems and verify accuracy
  

• Support collections of past-due payments
  

• Assist sales team with assembling bid and quote packets
  

• Quote small service repair projects and follow up with customers
  

• Present open jobs and open quotes reports during weekly service meetings
  

• Assist with building and maintaining customer programs and maintenance binders in BuildOps
  

• Support service technicians with scheduling communication and administrative needs
  

• Coordinate and manage on-call schedules including notifying technicians of assignments
  

• Participate in rotational after-hours dispatching (30 minutes OT per dispatch event)
  

• Perform additional reporting and administrative duties as assigned by the Service Manager
  

Competencies

• Strong scheduling organizational and time management skills
  

• Ability to prioritize and manage multiple tasks in a fast-paced high-volume environment
  

• Strong customer service and communication skills
  

• Problem-solving and decision-making ability
  

• High attention to detail and accuracy
  

• Ability to work independently and collaboratively in a team environment
  

• Adaptability and flexibility with changing priorities
  

• Professionalism discretion and sound judgment
  

Supervisory Responsibility

This position has no supervisory responsibility.

Work Environment

This role operates in an office environment supporting field service operations. The position requires continuous communication with technicians customers and internal teams along with use of dispatching and service management systems.

Physical Demands

• Ability to sit or stand for extended periods
  

• Frequent use of phone and computer systems
  

• Ability to manage high call volume and task load throughout the day
  

Position Type/Expected Hours of Work

• Full-time position
  

• Monday through Friday
  

• Shift times depending on the weeks schedule:
  
• 6:00 AM 2:30 PM (includes 30-minute unpaid lunch)
  
• 7:00 AM 3:30 PM
  
• 8:00 AM 4:30 PM
  
• 9:00 AM 5:30 PM
  
• Flexibility to work 40 hours per week as required
  

Travel

Required Skills:

Required Education and Experience High school diploma or equivalent 23 years of dispatching scheduling or service coordination experience Experience managing multiple technicians or service personnel Strong customer service experience and professional phone presence Proficiency in Microsoft Office (Word Excel Outlook) Experience with dispatching or service management software (BuildOps preferred) Preferred Education & Experience Experience in HVAC mechanical or construction service industry Experience dispatching 10 technicians Familiarity with invoicing payroll coordination and service reporting Experience working in high-volume service environments