Service Dispatcher

Position Summary

The Service Dispatcher coordinates the efficient flow of heavy-duty truck repair and maintenance work through the service department. This position serves as the central point of communication among customers, service technicians, Service Advisors, parts personnel, and management. The Service Dispatcher assigns work based on technician skill, availability, job priority, and promised completion times while providing timely updates and supporting a positive customer experience.

Essential Duties and Responsibilities

• Review repair orders and assign work to technicians based on experience, certifications, workload, and job requirements.
• Monitor the daily service schedule and adjust assignments to address changing priorities, emergency repairs, technician availability, and parts delays.
• Coordinate preventive maintenance, diagnostic, repair, warranty, and roadside service work for heavy-duty trucks and related equipment.
• Track the status of vehicles throughout the repair process and help ensure work is completed accurately and within established timeframes.
• Maintain consistent communication with Service Advisors, technicians, parts personnel, customers, and management regarding repair status, delays, and estimated completion times.
• Verify that repair orders contain clear customer concerns, accurate vehicle information, and sufficient detail before assigning work.
• Confirm that technicians document diagnostic findings, repairs performed, labor time, parts used, and recommended additional services.
• Identify workflow issues and escalate service delays, safety concerns, parts shortages, or other operational challenges to the Service Manager.
• Help prioritize vehicles based on customer needs, safety considerations, downtime, promised delivery dates, and operational requirements.
• Coordinate technician availability and shop capacity to maximize productivity, efficiency, and bay utilization.
• Support communication and scheduling for outside vendors, mobile repairs, towing services, and subcontracted work when necessary.
• Assist with monitoring technician productivity, work-in-process reports, open repair orders, and aged units.
• Promote compliance with company policies, manufacturer procedures, warranty requirements, and applicable safety regulations.
• Maintain an organized, professional, and customer-focused service environment.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• Two or more years of experience in heavy-duty truck service, automotive service, fleet maintenance, dispatching, or a related environment.
• Working knowledge of heavy-duty truck systems, preventive maintenance, diagnostics, and repair terminology.
• Strong scheduling, organizational, and time-management skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Strong verbal and written communication skills.
• Ability to communicate professionally with customers, technicians, vendors, and leadership.
• Basic computer proficiency, including experience with email, scheduling systems, and service management software.
• Ability to review and understand repair orders, technician notes, estimates, and service documentation.

Preferred Qualifications

• Previous service dispatching or shop workflow coordination experience.
• Experience working in a dealership, fleet, transportation, or heavy-duty truck repair facility.
• Familiarity with diesel engines, electrical systems, brakes, suspensions, transmissions, aftertreatment systems, and related components.
• Experience using dealership or repair-order management systems.
• Knowledge of manufacturer warranty processes and Department of Transportation requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.