Dispatch Planner

SUMMARY

The Dispatch Planner oversees the advanced planning, coordination, and optimization of technician resources, ensuring efficient execution of preventative maintenance, on-demand work orders, and operational activities across service portfolios. This senior role supports strategic scheduling, resource forecasting, and performance analysis to drive high service standards and operational excellence.

KEY DUTIES & RESPONSIBILITIES

• Creates and manages daily, weekly, and long-term technician schedules to ensure optimal resource utilization. 
• Plans and coordinates technician assignments for preventative maintenance, on-demand work orders, and project work. 
• Reviews service request details to ensure work orders contain accurate and complete information. 
• Receives service requests and documents detail into work orders as required. 
• Assesses and prioritizes service requests based on urgency, impact, skill set, location, security clearance, availability, and client needs. 
• Allocates and assigns work orders to the appropriate technicians using available data and operational constraints. 
• Monitors work order progress, follow up to ensure timely completion, and adjust schedules in real time to address delays or emerging priorities. 
• Reviews technician utilization and reassigns work as needed to maintain balanced workloads and maximize productivity. 
• Produces operational reports related to schedule adherence, productivity, backlog, utilization, and overall resource planning. 
• Collaborates with service managers, dispatchers, customer service teams, and other stakeholders to resolve escalations and support service delivery. 
• Supports continuous improvement initiatives and contributes to the optimization of scheduling and operational processes. 
• Performs other duties as assigned.

 

KNOWLEDGE & SKILLS

• 5+ years of experience in planning, scheduling, or dispatching within service operations or facilities management. 
• Advanced workforce scheduling and coordination skills, with the ability to balance priorities in fast-paced, high-pressure environments. 
• Strong analytical, organizational, and problem-solving abilities, with experience using data to improve scheduling effectiveness. 
• Proficiency with field service management and scheduling platforms, along with strong MS Outlook and Excel skills. 
• Excellent communication and customer service orientation, with the ability to collaborate across technicians, dispatch, and service teams. 
• Ability to interpret service request requirements and assign work based on skills, availability, location, and operational constraints. 
• Demonstrated ability to optimize technician utilization and make real-time scheduling decisions.

This is a regular, full-time position with a salary range of $63,397 - $79,246 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.