Job Description

Field Service Dispatcher – Fitness Equipment Technicians

Location: Baltimore, MD

The Role

We’re looking for a Field Service Dispatcher to be the central link between customers and our field technicians. You’ll schedule and dispatch service calls, keep customers informed, and help ensure our operations run smoothly.

What You’ll Do

• Deliver excellent customer service as the first point of contact

• Answer customer inquiries about services, pricing, and scheduling

• Ensure a positive customer experience by resolving complaints professionally

• Follow up after service calls to confirm satisfaction, if required

• Receive incoming service requests via phone, email, or system

• Prioritize jobs based on urgency, location, and technician availability

• Assign and dispatch technicians or service crews to customer sites

• Update schedules in real time if delays, cancellations, or emergencies arise

• Act as the central point of contact between customers, technicians, and management

• Provide technicians with job details, directions, and special instructions

• Keep customers updated on technician arrival times, delays, or reschedules

• Handle escalations or urgent customer issues quickly

• Enter service requests and job details into the company’s software/CRM system

• Track technician locations and job progress using GPS or dispatch software

• Maintain accurate records of completed jobs, service notes, and time logs

• Generate or assist with work orders, invoices, and reports

• Manage last-minute changes such as sick technicians or equipment failures

• Reroute technicians efficiently to minimize downtime and travel costs

• Assist in troubleshooting customer concerns before or during service

• Monitor workloads to ensure efficiency and productivity of the field team

• Coordinate with parts/supply teams to ensure technicians have necessary materials

• Assist managers with performance tracking and KPI reporting

What We’re Looking For

• Experience in dispatching, scheduling, or customer service (fitness industry a plus)

• Strong communication and multitasking skills

• Comfortable with CRM/dispatch software and GPS tools

• Organized, detail-oriented, and calm under pressure

What We Offer

• Compensation range: $45,000 – $55,000 annually, with opportunity for annual bonus

• 401(k) plan with company match

• Paid time off and holidays

• Growth opportunities within a supportive team