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About the Role

The Service Dispatcher coordinates and supports daily field service operations by managing technician schedules, creating and assigning work orders, and serving as a primary point of contact for customers. This role uses Sage 300 CRE Service Management software and Microsoft Office tools to organize service activities, process time cards and reports, and ensure efficient, timely service for primarily commercial and industrial clients.

Responsibilities

Maintain daily schedules and workloads for service technicians using Sage 300 CRE Service Management software.
Create and assign work orders to technicians for service work, routine maintenance, repairs, and return trips when parts are available.
Schedule service calls and maintenance visits, ensuring customers are informed of company schedules and lead times.
Take incoming customer calls and respond to all messages left overnight in a friendly and professional manner.
Dispatch service technicians and coordinate all service calls as they are received.
Maintain and update the dispatch board and service schedule, forecasting workload 2–3 days in advance.
Support and schedule approximately 6–7 service technicians, managing 50–60 service calls and work orders weekly.
Update and maintain service-related spreadsheets, including preventive maintenance agreements and associated records.
Prepare preventive maintenance agreement proposals for new customers and enter new PM agreements into the system.
Generate preventive maintenance work orders by season to ensure timely service delivery.
Assist technicians in locating and purchasing parts as needed, and receive and maintain incoming parts inventory.
Maintain online filter and belt lists and update customer files accurately and promptly.
Review and compare service time cards to schedules, check for accuracy, and prepare them for payroll processing.
Prepare service-related accounts payable invoices for the accounting team.
Generate weekly workload reports, analyze findings, and review results with the management team.
Provide clear and concise communication with department managers, employees, and customers to support smooth operations.
Perform other service-related administrative and logistical duties as required.

Requirements

Minimum of 2+ years of related experience and/or training in customer service, dispatching, or project management, or an equivalent combination of education and experience.
Strong dispatching experience, including coordinating service calls and managing technician schedules.
Proven customer service skills with advanced communication abilities in both phone and written interactions.
Proficiency using Sage 300 CRE Service Management software for dispatch and work order management.
Solid computer skills, including Microsoft Excel and Microsoft Office applications.
Ability to handle a high volume of service calls and work orders (approximately 50–60 weekly).
Experience supporting and scheduling multiple service technicians (approximately 6–7 technicians).
Detail-oriented approach with strong organizational and time-management skills.
Geographical knowledge of service areas or strong map-reading skills to support efficient dispatching.
Ability to analyze workload reports and service data to support operational decisions.

Skills

Sage 300 CRE Service Management software
Microsoft Excel
Microsoft Office applications
Customer service
Dispatching
Project management
Communication (phone and written)
Organizational skills
Time-management skills
Map-reading skills
HVAC industry knowledge (recommended)
Administrative support
Logistics coordination
Problem-solving skills

Location

Rochester, NY

Work Type

Full-time
Onsite
Contract to Hire

Experience Level

2+ years related experience

Education Level

High school diploma or GED

Salary/Compensations

$23.00 - $25.00/hr

Benefits

Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)

About the Company

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

Equal Opportunity

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.