Dispatcher at Neu-Ion Inc – Windsor Mill, Maryland

Neu-Ion is a women-owned, second-generation business proudly based in Maryland. Our state-of-the-art regeneration plant, the only one of its kind in Maryland. ensures complete quality control and fast turnaround times. Our in-house team of certified technicians brings decades of hands-on expertise to every job. From your first consultation to long-term maintenance, we guide you every step of the way, ensuring your system performs with consistency, compliance, and clarity.

Position Summary:

The Dispatcher is responsible for managing and coordinating the daily schedules of field technicians to ensure timely and efficient service delivery. This role serves as a critical communication link between customers, technicians, and the company, ensuring that installation, repair, and maintenance services are executed smoothly and effectively.

Key Responsibilities:

Scheduling and Dispatching:

• Answer phone/email and create emergency work orders (notify Service Manager for scheduling direction)
• Move any work orders not completed the day before ahead on the WT scheduler
• Work with Service Manager to have schedule set 3 days in advance
• Work with Service Manager to develop routes for technicians
• Assign and dispatch field technicians based on location, urgency, and expertise

Customer Communication:

• Handle inbound calls and emails regarding service inquiries, scheduling, and updates
• Confirm appointments and provide real-time status updates
• Manage emergency service requests

Technician Support:

• Communicate work orders, customer details, and specific job requirements
• Ensure technicians have necessary tools, parts, and instructions
• Provide real-time support for field technicians

Route Optimization:

• Plan and optimize routes for field technicians
• Maximize efficiency and reduce travel time
• Adjust routes for emergency calls

Problem Resolution:

• Address scheduling conflicts
• Handle emergency service requests
• Manage unexpected delays
• Reallocate resources as needed

Record-Keeping:

• Maintain accurate logs of service calls
• Track technician assignments
• Document customer interactions
• Use company software/CRM systems effectively
• Track and measure performance against KPI’s

• Experience as a dispatcher in water purity or technical service industry
• Strong organizational and time management skills
• Excellent communication skills, both verbal and written
• Familiarity with scheduling and dispatching software
• Basic technical knowledge of water purification systems (preferred, training provided)
• Ability to handle high-pressure situations and solve problems quickly

Key Attributes:

• Proactive and solution-oriented approach
• Strong interpersonal skills
• Detail-oriented with focus on accuracy
• Team player who thrives in fast-paced environment

Physical Demands & Work Environment:

Office-based position with frequent interaction with field technicians and customers

May require occasional on-call availability for urgent service requests

The physical demands for this dispatch position include:

• Sitting: Remaining in a seated position for extended periods.
• Standing or Walking: Moving about on foot, which can be required during dispatch operations.
• Lifting or Carrying: Transporting items, which may involve lifting and carrying parcels, packages, and other items.
• Reaching: Extending the arm(s) with the hand(s) higher than the head, which can be necessary for monitoring and dispatching.
• Pushing or Pulling: Exerting force upon an object to move it away or toward the origin of the force.
• Must be able to communicate in English

These demands are essential for the effective performance of the job, and employees must be prepared to adapt to these physical requirements to ensure they can perform their duties efficiently and safely.

Neu-Ion offers a comprehensive benefits package that includes medical, dental and vision insurance. Paid Time Off, 401K, EAP and more!