About Us
We are a fourth-generation, family-owned HVAC/R company serving the Industrial, Commercial, and Institutional market. Built on decades of experience, we take pride in delivering dependable service, quality workmanship, and practical solutions for our customers.
Our company values teamwork, accountability, professionalism, and long-term relationships. We believe in supporting our employees, maintaining a positive work environment, and continuously improving how we serve our customers. As we continue to grow, we are looking for motivated people who want to be part of a strong, established team.
Position Summary
The Dispatcher is responsible for coordinating daily service operations for our technicians. This role is critical to ensuring service calls, maintenance visits, quoted work, emergency calls, and follow-up work are scheduled efficiently, communicated clearly, and completed with accurate information.
The dispatcher acts as the central communication point between customers, technicians, service management, and internal office staff. The role requires strong organization, urgency, attention to detail, and an understanding of technician workflow, customer expectations, and service priorities.
The successful candidate must be able to manage a changing schedule, prioritize calls, communicate professionally, and ensure technicians have the information, access, parts, purchase orders, and job details required to complete their work efficiently.
Key Responsibilities
Dispatching & Scheduling
· Receive, review, and prioritize incoming service requests.
· Schedule and dispatch technicians to service calls, maintenance inspections, quoted repairs, warranty work, and emergency calls.
· Assign work based on technician skillset, location, availability, workload, site requirements, and urgency.
· Monitor technician progress throughout the day and adjust schedules as required.
· Minimize technician downtime, excessive travel, missed calls, and scheduling gaps.
· Coordinate return visits, follow-up work, and incomplete calls.
· Confirm technician availability and schedule changes with the Service Manager or Assistant Service Manager where required.
· Ensure service calls are dispatched promptly and not left unattended or unassigned.
Customer Communication
· Communicate professionally with customers by phone and email.
· Confirm service requests, appointment timing, access requirements, site contacts, and purchase order requirements.
· Provide updates to customers when technician arrival times change.
· Escalate urgent customer issues, complaints, or priority service requests to service management.
· Maintain a calm, helpful, and professional tone when dealing with urgent calls or frustrated customers.
· Ensure customer expectations are clearly communicated and documented.
Technician Support
· Ensure technicians receive complete and accurate job information before attending site.
· Provide site addresses, contact names, phone numbers, access instructions, equipment details, scope of work, and known issues.
· Confirm whether special tools, lifts, permits, security clearance, parking information, or site-specific requirements are needed.
· Help coordinate parts, supplier pickups, purchase orders, and follow-up information where required.
· Respond promptly to technician questions during the day.
· Support technicians in completing work efficiently by reducing delays caused by missing information.
Work Order & System Administration
· Create, update, and maintain service orders, appointments, and dispatch records in the company ERP/service management system.
· Ensure work orders include accurate customer information, site details, equipment information, service request details, PO numbers, and billing instructions.
· Update appointment statuses throughout the day.
· Enter notes regarding scheduling changes, customer communication, access issues, delays, cancellations, and technician updates.
· Review completed calls for required dispatch-related information before moving them forward in the workflow.
· Identify incomplete or unclear work order information and follow up with the appropriate person.
· Ensure documentation supports accurate billing, payroll, quoting, and service reporting.
Maintenance Agreement Coordination
· Schedule planned preventative maintenance visits according to customer agreements.
· Coordinate maintenance visits based on seasonal requirements, equipment type, site access, technician availability, and customer preference.
· Track incomplete maintenance visits and reschedule as needed.
· Communicate upcoming maintenance schedules to customers and technicians.
· Help ensure maintenance obligations are completed within the required period.
Quoted Work & Follow-Up Coordination
· Schedule approved quoted repairs and small projects.
· Confirm parts availability before scheduling quoted work.
· Coordinate with service management, purchasing, and technicians regarding labour requirements and timing.
· Track incomplete or partially completed quoted work.
· Assist with organizing return visits when additional parts, labour, or information are required.
Emergency & Priority Calls
· Recognize urgent service requests, including no heat, no cooling, refrigeration failures, floods, gas-related concerns, critical equipment failures, and high-priority customer issues.
· Escalate emergency calls to service management as required.
· Reorganize the schedule when urgent work must take priority.
· Communicate changes clearly to affected customers and technicians.
· Understand the business impact of missed or delayed emergency service calls.
Internal Coordination
· Work closely with the Service Manager, Assistant Service Manager, Service Coordinator, Billing, Purchasing, and other office staff.
· Notify the appropriate person when a job requires quoting, invoicing review, additional work, parts ordering, or management follow-up.
· Support smooth handoff of completed work orders to billing or service administration.
· Identify recurring issues with scheduling, technician availability, customer communication, or work order information.
· Participate in service department meetings and process improvements as required.
Required Skills & Competencies
· Strong organizational and time-management skills.
· Ability to manage multiple priorities in a fast-paced environment.
· Strong verbal and written communication skills.
· Professional phone and email etiquette.
· Ability to remain calm under pressure.
· Strong attention to detail.
· Ability to make practical scheduling decisions quickly.
· Good judgment when prioritizing urgent work.
· Ability to understand technician workflow and the impact of delays.
· Comfortable using dispatching software, ERP systems, email, calendars, and office software.
· Ability to document information clearly and accurately.
· Team-oriented attitude with a strong sense of responsibility.
· Willingness to learn basic HVAC/R terminology, equipment types, and service priorities.
Qualifications
· Previous dispatching experience in HVAC/R, plumbing, electrical, mechanical contracting, facilities maintenance, construction, logistics, or a related field.
· Experience working in a commercial service environment.
· Experience dispatching mobile technicians or field staff.
· Some familiarity with HVAC/R equipment terminology (Rooftop Unit, Boiler, Furnace, Etc.) and industry.
· Experience using Acumatica or another ERP/service management system is an asset.
· Experience working with purchase orders, work orders, service calls, and customer portals is an asset.
· Bilingual English/French is a strong asset.
Working Conditions
· Office-based position.
· High volume of phone calls, emails, schedule changes, and time-sensitive requests.
· Frequent communication with technicians, customers, and internal staff.
· Must be able to work at a computer for extended periods.
· Must be able to handle interruptions and changing priorities throughout the day.
Performance Expectations
The Dispatcher is expected to:
· Dispatch service calls promptly and accurately.
· Keep technicians productive and reduce unnecessary downtime.
· Maintain clear communication with customers and technicians.
· Ensure service calls are not missed, forgotten, or left unassigned.
· Maintain accurate scheduling and work order information.
· Escalate problems before they become larger issues.
· Support accurate billing, payroll, and reporting through complete documentation.
· Demonstrate urgency, ownership, and accountability in daily dispatch operations.
· Contribute to an organized, efficient, and professional service department.
Ideal Candidate Profile
The ideal candidate is organized, proactive, and understands that dispatching is a critical role in a service company. They do not simply “fill the schedule”; they actively manage the flow of work, support technicians, protect customer relationships, and help ensure service calls are completed efficiently and professionally.
They take ownership of the schedule, communicate clearly, follow through on open items, and understand that poor dispatching can result in lost technician time, delayed service, unhappy customers, and missed revenue.
Position Title
Dispatcher
Department
Service Department
Reports To
Service Manager / Assistant Service Manager
Position Type
Full-Time
Hours of Work
Monday to Friday, typically 7:30 AM to 4:30 PM
Pay: $60,000.00-$75,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Application question(s):
- Are you Bilingual - English & French?
- Are you located in the Ottawa region?
Experience:
- Dispatching: 4 years (required)
Work Location: In person
