Commercial HVAC Service Dispatcher

POSITION SUMMARY The Service Dispatcher is the operational heartbeat of Alliance Mechanical Services. This role coordinates the daily movement of service technicians, owns the flow of work orders through BuildOps from intake to close-out, and manages service billing through FMPilot and other customer portals. The Dispatcher is the primary point of contact between customers, technicians, and the office — keeping jobs moving, communication clear, and revenue cycling efficiently.

Success in this role requires calm under pressure, sharp organization, and a customer-first mindset. The Dispatcher is trusted to make real-time scheduling decisions, anticipate field needs, and keep our service business running on time and on budget.

CORE RESPONSIBILITIES

• Own daily dispatch board in BuildOps — assign, sequence, and adjust technician schedules to meet service-level commitments.
• Monitor technician location, ETAs, and job progress in real time; reroute as priorities shift.
• Schedule and dispatch demand service calls, preventative maintenance (PM) visits, quoted repairs, and warranty work.
• Coordinate same-day emergency response and after-hours on-call rotation.
• Build and maintain recurring PM schedules across the customer base; ensure no maintenance visit is missed or late.
• Communicate dispatch decisions clearly to technicians, customers, and the service sales team.

• Manage end-to-end service billing in FMPilot — accept work orders, update statuses, upload required documentation, submit invoices, and resolve rejections.
• Process billing in other customer portals as required (Corrigo, ServiceChannel, Verisae, Ecotrak, etc.) — Alliance services national accounts that bill through multiple platforms.
• Ensure every invoice ties cleanly to a completed BuildOps work order with proper labor, parts, photos, and customer sign-off.
• Track NTE (not-to-exceed) limits, quote approvals, and portal-specific compliance requirements.
• Partner with the Controller on AR follow-up for portal-billed work; escalate disputes and aged receivables.

• Handle inbound service calls professionally — diagnose urgency, capture complete job details, and set clear expectations on response time.
• Provide proactive status updates: ETA confirmations, delay notifications, and job completion follow-ups.
• Resolve customer concerns at the first point of contact whenever possible; escalate appropriately when not.

• Open, update, and close work orders in BuildOps with complete and accurate information.
• Review technician timesheets and job notes for payroll and billing accuracy.
• Order parts and materials as needed to support scheduled work; coordinate with vendors on delivery and will-call.
• Maintain accurate customer records, equipment lists, site contacts, and access requirements.
• Support the Service Sales team with quote follow-up coordination and customer scheduling.

• 5+ years of dispatching and/or service coordination experience in HVAC, mechanical, refrigeration, plumbing, electrical, or a comparable trades service environment.
• Demonstrated experience running a dispatch board in a service management platform (BuildOps strongly preferred; ServiceTitan, FieldEdge, Successware, or similar acceptable with willingness to retrain on BuildOps).
• Hands-on experience submitting service invoices through customer portals — FMPilot strongly preferred; Corrigo, ServiceChannel, Ecotrak, or Verisae experience transfers well.
• Strong working knowledge of Microsoft Office (Excel, Word, Outlook).
• Excellent verbal and written communication skills; professional phone presence.
• Proven ability to manage high call volume and competing priorities without losing accuracy.
• High school diploma or equivalent.

• Commercial HVAC, refrigeration, or mechanical contracting background.
• Familiarity with national-account service work and the documentation standards required by third-party facility management platforms.
• Experience supporting AR/AP, invoicing, or accounts receivable follow-up.
• Experience coordinating preventative maintenance programs.

• Calm under pressure — the dispatch desk gets loud; the right person gets quieter and sharper.
• Detail-obsessed — small errors on a work order or invoice cost the company real money.
• Team-oriented — works shoulder-to-should