Dispatch Coordinator – Planned Maintenance

Description

About Leo

Leo is a portfolio of trusted service companies operating under one brand. Our family includes Academy Access Solutions, First Choice Facilities, Caliber, CLM, Impact, and others - all Powered by Leo.

By operating as one team, we invest in our people, systems, and shared ways of working, while continuing to support the local teams and relationships that define our businesses. The result is consistent, reliable service and more opportunity for our people to grow and make an impact.

About CLM

CLM Midwest is a regional commercial facility maintenance contractor with a local presence who partners with some of the nation's leading retail, convenience store, and restaurant brands. We are a long-established (25+ years), self-performing company that provides install, break/fix, and emergency services. This career opportunity is available as our sales and work orders are continuously growing in the greater NW Chicago region near you.

Position Summary

The Dispatch Coordinator – Planned Maintenance is responsible for scheduling, coordinating, and dispatching technicians for preventive and planned maintenance services. This role ensures that maintenance work is completed on time, customers are informed throughout the process, and technicians have the information, materials, and support needed to perform their work efficiently. The Dispatch Coordinator serves as the primary communication hub between customers, technicians, operations, and management.

Key Responsibilities

Scheduling & Dispatch

• Schedule planned maintenance visits based on customer agreements and service intervals.
• Optimize technician routes to maximize productivity and minimize travel time.
• Assign work orders according to technician skill sets, availability, and geographic location.
• Adjust schedules as needed due to emergencies, customer requests, or staffing changes.

Customer Communication

• Contact customers to schedule maintenance appointments.
• Confirm appointments and provide reminders.
• Communicate schedule changes promptly and professionally.
• Address customer questions regarding maintenance scheduling and technician arrival times.

Work Order Management

• Create, update, and close work orders accurately.
• Ensure maintenance agreements are fulfilled according to contract requirements.
• Verify technicians receive complete job information, site access instructions, and equipment history.
• Maintain accurate documentation within the service management system.

Technician Support

• Monitor technician schedules throughout the day.
• Provide real-time support for scheduling conflicts and logistical issues.
• Coordinate parts, permits, or special equipment needed for planned maintenance.
• Assist technicians in maintaining daily productivity goals.

Administrative Duties

• Maintain customer maintenance schedules and recurring service plans.
• Track overdue or upcoming maintenance services.
• Generate scheduling and completion reports.
• Ensure data accuracy in dispatch software and CRM systems.

Requirements

Qualifications

• High school diploma or equivalent required.
• 2+ years of dispatching, scheduling, or service coordination experience preferred.
• Experience in HVAC, mechanical, facilities maintenance, plumbing, electrical, or service industries is preferred.
• Proficiency with Microsoft Office and dispatch/service management software.
• Strong organizational and multitasking abilities.

Skills & Competencies

• Excellent communication and customer service skills.
• Strong time management and prioritization.
• Ability to work in a fast-paced environment.
• Detail-oriented with excellent follow-through.
• Problem-solving and decision-making skills.
• Ability to remain calm under pressure.
• Team-oriented with a positive attitude.

Key Performance Indicators (KPIs)

• Planned maintenance completion rate.
• On-time scheduling percentage.
• Technician utilization rate.
• Schedule accuracy.
• Customer satisfaction scores.
• Reduction in overdue maintenance visits.
• Work order accuracy.
• Maintenance agreement compliance.

Working Conditions

• Full-time position.
• Office-based with frequent communication via phone, email, and dispatch software.
• May require occasional overtime during peak service periods.