Service Operations Specialist

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.