Dispatch Coordinator

Job Title: Dispatch Coordinator Department:

Field Operations Location:

Pune (Wadgaonsheri) Employment Type:

[Full-time] Shifts:

Open for rotational shifts/ US Shifts

Position Summary The

Dispatch Coordinator

will be responsible for scheduling technicians to successfully complete service requests to customer satisfaction. The main purpose is to maximize productivity of the Field Service Technicians considering efficiency and using cost control. Reviewing service calls to determine the most qualified technician needed to complete request. Manage all service work orders to adhere to Service Level Agreements (SLA) and meeting or exceeding customer expectations. Follow up on all tickets to ensure satisfactory completion and properly document tickets upon completion. Answering phones and working with technicians to resolve any issues that arise. This may include but not limited to ordering parts, rerouting calls to other technicians, relaying information across teams, or providing any other assistance needed to successfully resolve and complete service calls.

Key Responsibilities Assign and dispatch technicians to service calls based on skill set, location, availability, and priority of requests. Reviewing route planning and optimization of technician schedules per work zone. Monitor daily dispatch operations to ensure service delivery aligns with Service Level Agreements (SLAs) and customer expectations. Provide guidance for field technicians’ workflows and tools available. Act as the primary point of contact for escalated service issues, coordinating quick resolutions. Communicate effectively with technicians, customers, and internal departments to relay accurate information. Ensure all service tickets are accurately documented, updated, and closed with complete resolution notes. Collaborate with parts and procurement teams to order necessary materials and coordinate delivery. Answering incoming phones and providing necessary assistance, including but not limited to ordering parts, scheduling return trips, providing assistance and obtaining additional information as needed. Follow up on outstanding work orders, obtaining ETA’s as needed and addressing any additional delays in service or parts. Participate in regular team meetings to align on goals, share updates, and resolve any workflow challenges. Support continuous improvement initiatives in dispatch procedures, tools, and systems. Performs other duties as assigned.

Required Qualifications High school diploma or equivalent required; associate or bachelor’s degree preferred. Minimum of 1 to 2 years in a dispatching, scheduling, or field service coordination role. Customer Service Oriented Excellent organizational and multitasking skills with strong attention to detail. Proficient in-service management software (e.g., ServiceNow, Oracle Cloud, or similar platforms). Strong communication and interpersonal skills; able to work collaboratively across departments. Ability to analyze data and make informed decisions quickly under pressure. Flexible and adaptable to changing priorities and workload. Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint)

Regards, HR Team Advait Techserve