About this role
SUMMARY
The Bilingual 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.
#LI-JB1