Service Operations Specialist

Description

Centralized Dispatch & Workflow

· Coordinate technician scheduling and dispatch across supported locations and service areas.

· Balance customer priorities, technician availability, skill requirements, geography, and workload when coordinating Service resources.

· Maintain visibility of active work, schedule changes, coverage gaps, and emerging Service priorities.

· Work closely with field leadership to resolve scheduling and resource conflicts.

· Serve as the primary point of escalation for routine dispatch and administrative workflow issues.

Time & Work-Order Administration

· Review technician timecards for accuracy, completeness, and proper labor allocation.

· Reconcile technician time with schedules and Service work orders.

· Monitor open and aging work orders and drive follow-up where action is required.

· Review completed work orders for labor, parts, materials, expenses, technician notes, customer authorization, and required documentation.

· Identify missing or inaccurate information and coordinate corrections with technicians and field leadership.

· Help ensure all billable labor and applicable Service charges are properly captured.

Work-Order Completion & Invoicing

· Own the administrative progression of work orders from field completion through invoice readiness.

· Ensure completed work orders move through review and invoicing in a timely manner.

· Maintain visibility of completed-not-invoiced work and identify barriers preventing billing.

· Coordinate with Service, Parts, and Accounting to resolve outstanding work-order issues.

· Monitor completed-to-invoiced cycle time and work-order aging.

· Help reduce revenue leakage caused by missed labor, materials, charges, or incomplete documentation.

Operational Support & Improvement

· Maintain consistent centralized dispatch and administrative processes across supported locations.

· Monitor technician utilization, labor capture, work-order aging, and administrative backlog.

· Identify workflow issues, trends, and opportunities for improvement.

· Maintain reports and operational visibility for the Director of Service.

· Recommend improvements to scheduling, work-order management, and Service administrative processes.

· Assist with training and implementation of standardized Service procedures.

Requirements

· Experience in Service operations, dispatch, field service administration, maintenance, HVAC/R, industrial refrigeration, or a related environment preferred.

· Strong organizational and problem-solving skills.

· Ability to manage multiple priorities in a fast-paced Service environment.

· Experience with scheduling, timekeeping, work-order management, or Service administration.

· Strong attention to detail and financial awareness.

· Ability to analyze information, identify discrepancies, and independently resolve routine operational issues.

· Strong written and verbal communication skills.

· Proficiency with Service-management, ERP, dispatch, timekeeping, and Microsoft Office systems preferred.