Job Description

Are you a quick thinker who excels in solving logistical puzzles? Do you thrive on providing exceptional customer service?

As a Service Dispatcher , you will have the opportunity to support our Service Department with scheduling daily service activities for a team of HVAC and Plumbing service technicians within an assigned region. The Service Dispatcher will serve as a vital link between SVM’s commercial customers and field technicians, ensuring the accurate scheduling of field technicians and the highest level of customer service is upheld.

What you will do

• Schedule routine maintenance visits, service calls and quoted repairs for assigned technician team.
• Evaluates incoming service requests, determining their nature and urgency, and assign an available technician with the required skillset.
• Monitors assigned team’s technician schedule to ensure the timely completion of service calls, promptly notifying relevant personnel of any availability changes.
• Generate work orders (WOs) and audit submitted WOs from field team, ensuring hours worked, work performed, and PO number referenced.
• Create, update, and maintain customer accounts within the system, ensuring notes reflect site protocols for our field technicians.
• Monitor Technician’s service call progress, advising for follow-ups as required.
• Communicate with customers, both verbally and written, to coordinate schedules, address incoming inquiries, and provide timely updates on technician arrival times and any service-related information.
• Escalate recommended solutions and warranty inquiries as needed to the area Foremen and assigned Account Manager.
• Submit necessary paperwork upon completion of assigned jobs including WOs, POs, and Special Reports.
• Prepares monthly reports for the Lead Dispatcher outlining assigned technician team’s PM hours and open WO’s.
• Transition incoming calls into Service leads.
• Approve Technician’s schedule, ensuring Foreman are notified of any availability changes.
• Support Service Admin with timecard related questions.
• Support the Service department with other tasks and projects as business requires.

Education, Skills & Experience

• 3+ years’ experience in a customer service or similar role required.
• Prior experience as a Dispatcher highly preferred .
• 2+ years’ experience working with a mechanical contractor highly preferred.
• High school diploma or general education degree (GED; or equivalent combination of education and experience) required.
• Highly proficient with various office equipment and programs including MS Office Suite (Word, Outlook, Excel) required.
• Working knowledge of HVAC systems and common terminology utilized highly preferred.
• Excellent written and verbal communication skills required.
• Ability to maintain professional relationships with internal team members and customers required.
• Proven ability to be an effective multitasker with great time management and organizational skills required.

Compensation & Company Benefits Include

This is a full-time exempt position. The compensation for this role is $75,000 - $110,000 annually and is based on experience and skillset.

Health: Medical / Dental / Vision / Life & Disability Insurance / FSA

Well-Being : Robust Maternity & Paternity Leave / EAP / Paid Holidays / PTO / Sick Leave / Interactive Breakroom

Financial Wellness : 401k w/ Employer Contribution / Employee Referral Bonus / “Positive Pulse”

Community Investment : Volunteer Opportunities / Team Building Activities / Employee Activities

Physical Requirements

As a Dispatcher in the Mechanical Contracting Industry, there are certain physical requirements you should be aware of. These requirements ensure that you are capable of performing the necessary tasks safely and effectively. Reasonable accommodations may be provided to qualified applicants who may not be able to fulfil certain aspects of the role. The key physical requirements for this role are outlined below:

• This role may involve working at a desk, computer, or standing for prolonged periods of time.
• This role may be required to handle physical paperwork, files, office supplies, and using office equipment like a computer, mouse, keyboard, and calculators.
• While the role is predominantly desk-based, there might be instances where standing or moving around the office is required.
• This role does not typically involve heavy lifting, however lighting lightweight items such as files or other office supplies up to 50lbs might be required.

Who We Are

At SVM, we are more than just a leading mechanical contractor specializing in design-build commercial HVAC, plumbing, piping, service/maintenance, and 24-hour emergency services. We’re a team dedicated to supporting the Bay Area, Sacramento, and Nevada regions with trusted expertise and an unwavering commitment to delivering exceptional experiences at every level.

Our success is built on a collaborative culture that values teamwork, innovation, and doing the right thing. We take pride in fostering an inclusive and welcoming environment where every team member feels supported, valued, and empowered to grow. At SVM, we believe our people are our greatest asset, and we prioritize their development, well-being, and success.

Our state-of-the-art fabrication facility reflects our dedication to quality and efficiency. By leveraging cutting-edge 3D design and manufacturing technology, we detail and fabricate ductwork, piping, and pre-skidded equipment to execute projects with precision and excellence.

At SVM, we don’t just focus on work—we focus on balance. We encourage a life-work approach that allows our team to thrive both personally and professionally. We are committed to helping our team members grow, stay curious, and work collaboratively to tackle any challenge. With the support of peers, managers, and executive leadership, our team is equipped to succeed and build meaningful careers.

The statements above reflect the general nature and level of work expected for this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. The company reserves the right to modify, add, or remove responsibilities as needed to meet business and organizational needs.

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