Field Service Dispatch Coordinator

TRL Systems Talent Management Team•Rancho Cucamonga, CA

About The Position

The Field Service Dispatch Coordinator provides a high level of customer service to both internal teams and external customers. This role is responsible for receiving and processing incoming service requests and converting them into scheduled service calls by gathering required customer information and assigning the appropriate technician. The Field Service Dispatch Coordinator prioritizes, organizes, and dispatches service calls in a timely manner based on customer needs and operational requirements. This position is responsible for managing the Service Board and Dispatch Portal, ensuring all information is accurate and up to date. Daily Goals: Serve as the central point of coordination for all incoming service requests by triaging, scheduling, and maintaining accurate service tickets, while clearly communicating service details and expectations to both customers and Service Technicians. Partner closely with Service Technicians in the field to support daily operations, ensure customer and ticket information is complete and accurate, and assist with parts research or ordering as needed. Strategically assign service tickets to the most appropriate Service Technician based on customer requirements, technician skill sets, and availability. Manage the Service Board and Dispatch Portal by assigning service calls, monitoring ticket progress, and maintaining timely, accurate updates in alignment with Service Department standards. Collaborate with billing and collections personnel to support timely and professional customer communication, provide required documentation or corrections, and ensure all actions and communications are documented in the company CRM. Review and approve timesheets and expense submissions for assigned team members, ensuring accuracy and compliance with payroll deadlines. Additional responsibilities include conducting customer service follow-up calls, supporting Service Technicians with requests while in the field, verifying the accuracy of customer data, ensuring all required documentation is completed prior to billing, and maintaining accurate, real-time updates within the company CRM system. Maintain consistent punctuality and regular attendance to support service operations. At TRL Systems, we've been keeping people and their property safe for over 42 years. As an integrator of Fire Alarm, Nurse Call, and Security systems, everything we do has the potential to save lives and you get to be a part of that. Your role is important and here’s what you can expect as a member of our TRL Team: Comprehensive Benefits Package: Medical insurance, dental insurance, life insurance, 401k plan, paid holidays, Paid Time Off Employee Merit and Longevity Awards: Merit rewards that you can use to get items such as branded apparel, video game consoles, headphones and more and longevity awards like golfing gear, purses, BBQs, and watches just to name a few Company Sponsored Events: Family-friendly events with food, games and prizes Training and Development: Classes available to develop you personally and professionally to help you be the best version of you possible! Career Advancement: We want to partner with you to build a long and successful career at TRL and will help you realize your potential TRL Systems, Inc. conducts pre-employment drug screening in accordance with Federal Contractor regulations and background checks in accordance with State and local regulations. In addition to having many clients (hospitals, schools, etc.) who require background checks, as a federal contractor TRL is also required to complete a background check for any employee who may work on a federal contract in any capacity. For any position that drives a Company vehicle, our insurance carrier requires criteria to be met and therefore will be a condition of employment. TRL Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. TRL’s employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, physical or mental disability, sexual orientation, gender identity, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all California locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and/or training.

Requirements

2+ years in service dispatching
3+ years in an administrative support role
3+ years working with Microsoft Office Suite
High school diploma (or equivalent)
Must be able to work weekends and overtime as needed.

Responsibilities

Serve as the central point of coordination for all incoming service requests by triaging, scheduling, and maintaining accurate service tickets, while clearly communicating service details and expectations to both customers and Service Technicians.
Partner closely with Service Technicians in the field to support daily operations, ensure customer and ticket information is complete and accurate, and assist with parts research or ordering as needed.
Strategically assign service tickets to the most appropriate Service Technician based on customer requirements, technician skill sets, and availability.
Manage the Service Board and Dispatch Portal by assigning service calls, monitoring ticket progress, and maintaining timely, accurate updates in alignment with Service Department standards.
Collaborate with billing and collections personnel to support timely and professional customer communication, provide required documentation or corrections, and ensure all actions and communications are documented in the company CRM.
Review and approve timesheets and expense submissions for assigned team members, ensuring accuracy and compliance with payroll deadlines.
Conducting customer service follow-up calls
Supporting Service Technicians with requests while in the field
Verifying the accuracy of customer data
Ensuring all required documentation is completed prior to billing
Maintaining accurate, real-time updates within the company CRM system.
Maintain consistent punctuality and regular attendance to support service operations.