Service Dispatch Coordinator – Madison, WI

Company Overview:

Fabick Cat is the authorized dealer of Caterpillar equipment, prime and stand-by power systems, parts and service, compact construction, and rental equipment for major portions of Illinois, Missouri, the entire state of Wisconsin and the Upper Peninsula of Michigan. We have been in business for over 100 years and are headquartered in Fenton, Missouri. For more information visit http://www.fabickcat.com/

Why Work For Us!

At Fabick Cat, you are beyond just an employee, you are a part of the Fabick family. A family that has worked so diligently to cement a legacy that was built over 100 years ago through a collective vision “To Ever Serve Our Customers Better”. This legacy could not have been possible without first employing then developing the best and brightest talent the market has to offer. We believe it to be of the upmost importance to invest in our workforce by supporting and empowering employees to develop the necessary skills to become successful in their own career…. to become a legacy. Are you ready to join our family legacy to continue our existence as ‘the greatest service organization of its kind’ over the next 100 years? The Fabick family appreciates and values the ongoing commitment of its employees and is pleased to provide a highly competitive total compensation and benefits package.

position Summary

The Service Dispatch Coordinator plays a critical role in the daily operations of the Power Systems Service Department. Reporting to the Branch Manager, this position is responsible for scheduling technicians, managing work orders, coordinating with customers and internal teams, and maintaining accurate service records. The ideal candidate ensures efficient job execution, excellent customer service, and continuous process improvement.

Essential Duties and Responsibilities

Dispatching & Scheduling

• Schedule and dispatch field service technicians based on job requirements, technician skillsets, location, and availability.
• Adjust schedules proactively to meet customer demands and optimize labor and resource usage.
• Communicate job details, updates, and changes to technicians and customers in a timely and professional manner.
• Track job progress to ensure timely completion and update records accordingly.
• Order and track necessary parts and tooling to support field service operations and meet project timelines.

Work Order & Administrative Support

• Open, update, and close work orders in the service management system.
• Ensure accuracy in job documentation, including timecards, labor entries, and billing segments.
• Monitor credit approvals and enforce COD collection requirements when applicable.
• Process supplier invoices and ensure correct job allocation.
• Maintain calibration certificates for testing equipment and tools.

Customer Service

• Serve as a key point of contact for walk-in and phone-in service requests.
• Maintain positive, courteous, and professional relationships with customers.
• Resolve routine issues independently and escalate more complex concerns to the Branch Manager.
• Support the company’s image by ensuring high standards of customer interaction and responsiveness.

Department Operations & Support

• Assist in maintaining a clean, organized, and safe service facility, yard, and tool inventory.
• Maintain accurate inventory records of all service equipment and tooling.
• Ensure tools and equipment are properly maintained and calibrated.
• Comply with all internal reporting, documentation, and recordkeeping requirements.
• Provide regular updates and relay technician feedback, concerns, or suggestions to the Branch Manager or Field Service Supervisor.
• Perform other duties as assigned to support the service department’s success.

Professional Development

• Participate in scheduled training sessions and meetings.
• Take initiative in self-directed learning related to equipment, systems, and service procedures.
• Strive for continuous improvement and professional growth within the role.

Required Qualifications

• High school diploma or equivalent.
• Previous experience in dispatching, scheduling, or administrative support.
• Strong organizational and communication skills with excellent attention to detail.
• Ability to work effectively in a fast-paced, customer-focused environment.
• Proficiency with Microsoft Office applications (Outlook, Excel, Word).
• Demonstrated reliability, professionalism, and ability to work as part of a team.