Job Description

Job Description

Job Description

September 2026

Position: Dispatcher

Position Summary:

The Elevator Service Dispatcher is a vital member of the service operations team, responsible for coordinating the daily activities of elevator maintenance and repair personnel to ensure exceptional customer service and operational efficiency. This position serves as the primary point of contact between customers, field technicians, and management, managing service requests, scheduling maintenance and repair calls, and dispatching elevator mechanics in a timely and efficient manner.
The Elevator Service Dispatcher monitors service schedules, prioritizes emergency and routine service calls, and ensures technicians have the information and resources needed to respond effectively. Success in this role requires strong organizational, communication, and problem-solving skills, as well as the ability to multitask and remain composed in a fast-paced environment. The ideal candidate is customer-focused, detail-oriented, and committed to supporting safe, reliable, and responsive elevator service operations.
Job Type
Full-Time

KEY RESPONSIBILITIES:

Dispatching & Scheduling
•Receive, prioritize, and dispatch service requests for elevator maintenance, emergency repairs, entrapments, callbacks, and scheduled inspections.
•Monitor technician availability, geographic location, certifications, and workload to assign service calls in the most efficient and effective manner.
•Maintain and update daily technician schedules and preventive maintenance routes to ensure timely completion of assigned work.
•Coordinate with Service Supervisors and management to match technician skills, experience, and licensing requirements with specific job assignments.
•Review after-hours and nighttime service calls, evaluate outstanding work orders, and schedule pending service requests for next-day response.
•Optimize routing and scheduling to maximize technician productivity while meeting customer service expectations and contractual obligations.

•Adjust schedules and dispatch assignments throughout the day to accommodate emergency calls, customer priorities, and changing operational needs.
•Track service call status from dispatch through completion and provide regular updates to customers, technicians, and management.
•Ensure all service activities are accurately documented within the company's dispatching and service management systems.
•Communicate proactively with customers regarding appointment times, service delays, technician arrival updates, and job completion status.
Customer Communication

•Answer incoming phone calls, emails, and service requests from customers regarding elevator maintenance, repairs, inspections, and service-related concerns.
•Serve as the primary point of contact for customers, providing professional, courteous, and responsive support.
•Provide customers with timely updates on service call status, technician dispatch information, and estimated arrival times.
•Communicate service delays, schedule changes, and job completion notifications to customers in a clear and professional manner.
•Handle customer inquiries, complaints, and service concerns, ensuring issues are addressed promptly and escalated to management when necessary.
•Coordinate with technicians and supervisors to gather accurate information and relay updates to customers.
•Maintain detailed records of customer communications, service requests, and follow-up actions within the dispatching system.
•Foster positive customer relationships by delivering exceptional service and ensuring customer satisfaction throughout the service process.
•Follow up on open service requests as needed to ensure timely resolution and effective communication.

Administrative Support

•Create and manage service tickets and work orders in the dispatch or CRM system.

•Ensure accurate data entry, including job details, time logs, technician notes, and parts used.

•Generate daily, weekly, and monthly reports on service performance metrics and route sheet updates

•Weekly Timesheet Verification

Compliance & Documentation

•Maintain records of completed service calls and document recurring issues.

Qualifications

Education & Experience:

•High school diploma or GED required, Associate's or technical degree preferred.

•2+ years of experience in dispatching, scheduling, or administrative roles, preferably in the elevator industry.

Skills & Competencies:

•Excellent verbal and written communication skills.

•Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

•Experience with dispatch software or CMMS (e.g., Elevator Site Services (ESS), Total Elevator Services, Service Titan, FieldBoss, or similar). (Will train)

•Strong problem-solving and decision-making abilities.

•Ability to multitask and remain calm under pressure.

•Customer-focused mindset with strong interpersonal skills.

Working Conditions

•Office environment, with possible hybrid or remote work based on company policy.

•Ability to work in a high-call-volume environment.

•Requires rotating weekend and holiday coverage amongst the other dispatchers.

Compensation
Salary based on experience, with benefits including health insurance, paid time off, and retirement plan options.

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