Service Department Dispatch

Position – Service Department Dispatch / Service Coordinator

Company: Tech Guardian
Status: Full Time
Initial Compensation: $20.00 – $25.00/hour (based on experience)

Company Description

Tech Guardian is a Managed Service Provider (MSP) that has been in business for over 18 years. We are an award-winning IT company rated in the top 5% in USA, with expertise across all IT environments. Our office is located in Lake Elsinore and we serve small and medium businesses throughout the Inland Empire. Tech Guardian provides something different than what is traditionally done in the IT space. We provide proactive IT services, not break/fix, so our techs are responsible for engineering system solutions to protect customers from downtime. Our business is steadily growing and we need engineers and technicians with a strong desire to grow with our company and be a team player. Tech Guardian values its employees and invests in their long-term growth. We expect our technicians to advance and grow in the company by certifying in a range of products and we compensate with pay raises with each cert. We provide paid technical training each week and we reimburse the cost of each passed certification. Every team member becomes a part of the Tech Guardian family and we frequently have team activities to maintain strong working relationships. Our employees work for Tech Guardian because they enjoy the atmosphere, the comradery and the challenge of solving new problems each day.


Tech Guardian is seeking a Service Department Dispatcher, also know as a Service Coordinator. The Service Dispatch performs service request intakes (tickets) from clients (phone, email, text, chat, etc.) and assigns, schedules and dispatches service engineers for remote or onsite service according to urgency and contractual service level agreements (SLA). Strong client relations are a must. The Service Dispatch answers all inbound calls, generates tickets and assigns the tickets to the appropriate resources, or reassigns to maintain load balance. In addition, they utilize chat, email, text, calendar and our PSA tools. Because the volume of service requests fluctuate significantly each day the Service Dispatch will assist with various administrative tasks as well, up to 50% of their time.

  • Act as the single point of contact to the client for all types of service requests
  • Pre-process service requests as they arrive through email, text, chat, manual entry or direct client input
  • Schedule internal and field technical resources on the Autotask dispatch portal
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Improve client service, perception and satisfaction
  • Ensure fast turnaround of client requests
  • Work in a team and communicate effectively
  • Maintain inventory of clients’ systems
  • Assist the Service Manager with all service dept. tasks
  • Assist sales and marketing personnel with tasks as needed
  • Assist with administrative tasks as needed
  • Communication skills are the most important.  You must be able to communicate effectively and professionally over the phone
  • Empathy – you must be able to empathize and show compassion to end users
  • Articulate – can communicate professionally and informally over the phone, in person and in writing
  • You must be able to build rapport with clients and project confidence and competence
  • Strong computer and office productivity knowledge
  • Highly organized and able to balance competing priorities
  • Ability to multi-task and adapt to changes quickly
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Be eager to learn, pick up new skills easily and can become proficient in a short time
  • Resourceful and solution oriented – always find a way to make it work
  • Reliable and trustworthy
  • Excellent written communication skills
  • Previous experience recommended (service coordinating / dispatch in any field)
  • Strong desire to get your foot in the door with a fast growing, team oriented company
  • Strong customer service and phone related skills
  • This a not a technical job, but you must have a strong understanding of computer technical terminology
  • Work from our office in Lake Elsinore, we are an essential business
  • $20.00 – $25.00/hour (based on experience)
  • Competitive benefits package available after 90 days
  • Typical shift: 7:00am – 4:00pm M-F
  • Access to top tier training materials and certifications
  • Must be able to pass a drug test
  • Principals only. Recruiters please don’t contact this job poster
  • Please, no phone calls about this job!
  • Occasionally lift and/or move up to 50 pounds
  • Frequently bend, lift, stand and crawl under desks
  • Learn and apply IT best-practices

Apply Now

Apply using the form below. After your application and resume is reviewed you’ll be emailed a link to take a series of tests to ensure you are qualified.

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