HVAC Service Dispatcher Middletown Office

USA Mechanical is an experienced full-service mechanical contractor located in East Granby, CT close to Bradley International Airport specializing in commercial HVAC, plumbing, piping, sheet metal & building automation systems. USA Mechanical is a comprehensive full-service mechanical contractor providing 24/7 HVAC Service & Maintenance for all types of commercial facilities ensuring that HVAC equipment operates at peak efficiency.

The company partnered with Orion Services Group in 2021. Orion Services Group is a private equity-backed company focused on acquiring leading commercial field services companies in HVAC, plumbing and other essential service industries. Orion partners with world-class, founder-owned service providers to build industry leading platforms that perform the essential services that keep America running. With their People-First approach, they aim to foster an environment in which the best talent and field technicians call home.

POSITION OVERVIEW:

The Mechanical Service Dispatcher is responsible for coordinating daily service operations, scheduling technicians, communicating with customers, and ensuring service calls are prioritized and completed efficiently. This role serves as the central point of communication between customers, technicians, service managers, vendors, and internal teams to support timely, professional, and high-quality service delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receive, review, and prioritize incoming service requests from customers, technicians, and internal team members.
• Schedule and dispatch HVAC, plumbing, and mechanical service technicians based on urgency, technician skill set, location, and availability.
• Maintain clear and timely communication with customers regarding appointment windows, technician status, delays, and follow-up needs.
• Monitor technician schedules throughout the day and adjust assignments as needed to support emergency calls and operational changes.
• Enter and update work orders, customer information, service notes, purchase orders, and status details in the dispatch or service management system.
• Coordinate with service managers, project teams, parts personnel, and vendors to support efficient completion of service calls.
• Track open calls and ensure proper documentation, follow-up, and closure of completed work orders.
• Support after-hours or emergency service coordination as required.
• Provide professional customer service while maintaining a calm, organized approach in a fast-paced environment.

QUALIFICATIONS:

• Prior dispatching, scheduling, customer service, or service coordination experience preferred.
• Experience in HVAC, mechanical contracting, plumbing, construction, facilities maintenance, or a related service industry is a plus.
• Strong organizational skills with the ability to manage multiple priorities and time-sensitive service requests.
• Excellent verbal and written communication skills.
• Ability to remain professional and solution-oriented when working with customers and technicians under pressure.
• Comfortable using computers, email, Microsoft Office, and service management or dispatch software.
• Strong attention to detail and commitment to accurate documentation.
• Ability to work independently while collaborating with service managers, technicians, and office staff.

WORK ENVIRONMENT:

This position is primarily office-based and requires frequent phone, email, and system communication throughout the workday. The role may require occasional schedule flexibility to support emergency service needs, high-volume periods, or after-hours coordination.

COMPENSATION AND BENEFITS:

USA Mechanical offers competitive compensation and a benefits package designed to support employees and their families. Specific compensation and benefit details will be discussed during the hiring process.

*** REWARDING YOUR PERFORMANCE ***

• Competitive Salary, commensurate with experience.
• Company paid vacation and holidays
• Company health care, vision, & dental benefits.
• Accidental Insurance
• Critical Illness Insurance
• Short-term & Long-term disability.
• Health Savings Plan.
• 401k plan with Company match.
• Company paid life insurance.
• Education and training opportunities.
• Company appreciation days.

USA Mechanical & Energy Service is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.