Dispatcher

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AIRE SERV DISPATCHER

Job Description | Effective Date: October 9, 2025

Location: Kalispell, MT | Missoula, MT

POSITION SUMMARY

The Dispatcher plays a critical role in the day-to-day operations of Aire Serv of Kalispell and Missoula, ensuring seamless coordination between the office, technicians, vendors, and customers. While primary responsibilities include dispatching Service Technicians, this role extends to a wide range of support functions critical to company efficiency—including parts logistics, warranty processing, sales payment coordination, and job flow management.

The Dispatcher supports the service department’s productivity, reduces downtime through proactive parts running, and ensures warranty and vendor claims are processed accurately across a complex supplier network. This role is hands-on, detail-oriented, and central to the operational tempo of both territories.

KEY RESPONSIBILITIES

1. Service Dispatching

·        Schedule and dispatch Service Technicians and Install Technicians as needed for repairs, maintenance, and warranty calls.

·        Prioritize calls based on urgency, technician availability, geography, and customer needs.

·        Monitor real-time technician progress using ServiceTitan, rerouting or rescheduling as needed.

·        Coordinate scheduling across Kalispell and Missoula territories while working from the central dispatch hub.

2. Customer & Program Coordination

·        Confirm appointments and communicate arrival expectations with customers.

·        Notify customers of any delays, changes, or follow-up needs.

·        Serve as the internal point of contact for third-party program coordination (e.g., Angi Leads, American Home Shield), ensuring proper intake, scheduling, and documentation of all externally generated service calls.

3. Warranty & Parts Logistics

Warranty Claims

·        Process warranty claims and handle returns across seven different distributors, each with unique processes and requirements.

·        Maintain timely, accurate documentation and follow up on outstanding claims.

·        Communicate resolution details to customers and ensure technician notes support claim eligibility.

Parts Procurement & Management

·        Order and track parts from eight or more distributors, adapting to seasonal complexity (e.g., fireplace parts in winter, which are non-standard and vary by model/vendor).

·        Price parts accurately, schedule delivery or pickup, and ensure alignment with job timing.

·        Handle part returns efficiently and maintain detailed records to prevent loss or duplication.

Field Support (Parts Running)

·        Proactively deliver parts to technicians or installers in the field to prevent job slowdowns or return visits.

·        Maintain readiness to assist with urgent job needs, especially during peak seasons or supply chain delays.

4. Sales & Payment Processing

·        Process payments for completed jobs accurately and efficiently, ensuring alignment with customer expectations and internal accounting protocols.

·        Coordinate with the Office Manager and CSRs on proper documentation of payment activity.

5. Invoicing & Documentation

·        Review all service job invoices for accuracy, completeness, and consistency with technician notes and parts used.

·        Submit finalized invoices to the Office Manager for approval or processing.

·        Track job billing status to ensure nothing falls through the cracks.

6. Warehouse & Material Handling

·        Receive and process incoming parts or equipment deliveries.

·        Organize warehouse intake and ensure proper job staging for upcoming appointments.

·        Maintain cleanliness and order in the parts area to support technician efficiency and reduce error.

7. Job Flow Tracking & Meeting Prep

·        Maintain a running record of all recent and in-progress jobs to assist in weekly service and production meetings.

·        Actively recall job status updates to keep meetings efficient, reduce bottlenecks, and identify open tasks requiring follow-up.

ADDITIONAL NOTES

·        This role is dynamic and will continue to evolve with the growth of both territories.

·        The Dispatcher is expected to adapt to changing vendor relationships, seasonal job complexity, and internal process improvements.

·        Duties outlined are not comprehensive. Additional responsibilities may be assigned as necessary to support Aire Serv’s mission of excellent and efficient HVAC service.