Service Dispatcher

Job description

Dispatcher (Mechanical/HVAC Service) We are seeking a bubbly and upbeat Dispatch Operator with excellent communication skills to join our growing team! Location: Burnaby, BC (4427 Dawson St) · Type: Full-time · Department: Service & Dispatch Why Broadway? Broadway Refrigeration & Air Conditioning is a COR-Certified, service-first mechanical contractor. HVAC, refrigeration, mechanical and drainage services is our core—preventative maintenance and rapid emergency response are what we’re known for. As our portfolio grows across the Lower Mainland and Vancouver Island, we’re adding another talented Dispatcher to our team who thrives in a fast pace, cares about customers, and keeps technicians moving safely and efficiently. The role You’ll be in a dynamic role; triaging incoming requests, prioritizing work, scheduling the right techs with the right parts, and keeping customers updated from first call to final sign-off. You’ll work closely with General Manager, Sales, Accounting, Technicians, and our customers to deliver Broadway’s trademark urgency, quality, and safety. What you’ll do Triage & prioritize inbound service calls and PMs; assess urgency, and site access. Build schedules & routes for HVAC/R and plumbing/mechanical technicians to maximize efficiency and response times. Coordinate parts, tools, permits, and site requirements; align with vendors as needed. Communicate proactively with customers on ETAs, status changes, and recommendations. Open, update & close work orders; ensure accurate notes, labour, and materials. Support safety & compliance (COR): confirm FLHAs, safety training requirements, and site orientations are in place. Monitor after-hours rotation and handoffs; assist with emergency dispatch when required. Spot trends (recurring faults, warranty items, access challenges) and flag improvements. What you’ll bring 2+ years in dispatch, service coordination, or scheduling (mechanical/HVAC, facilities, trades, or logistics preferred). Strong multitasking and time management—you stay calm when things get busy. Excellent customer communication—clear, friendly, and solutions-focused. Comfortable with dispatch software and Microsoft 365 (Outlook/Excel/Teams). Familiarity with the geographical landscape and travel times across Metro Vancouver. Commitment to safety and quality; detail-driven with accurate data entry. Nice to have Experience with a mechanical/HVAC service contractor. Familiarity with work order/CMMS tools Basic understanding of HVAC/R & mechanical industry. Knowledge of SiteDocs, BambooHR, or similar H&S/HR platforms a plus. What we offer Competitive compensation, extended health & dental, RRSP matching. Paid time off, stat holidays, and paid sick days. Ongoing training, growth opportunities, and a supportive, tight-knit team. A company that values safety, integrity, urgency, and community—including meaningful Indigenous partnerships and local impact. Schedule & location On-site at our Burnaby head office, Monday–Friday (day shift) Servicing customers across the Lower Mainland (and coordinating with our Island team).