Who are we?

Pacific West Mechanical is a well established and growing full service mechanical contractor. Our expertise is in service, preventative maintenance, and troubleshooting, of managed commercial and multi-family buildings in the Greater Vancouver Region.

Role Overview

Are you an experienced HVAC service professional with a solid background in dispatching, technician coordination, and service operations? Do you have the leadership skills to guide a team, make sound operational decisions, and drive performance in a fast-paced environment? If so, we’d love to hear from you.

We are excited to welcome a Senior Dispatcher to our growing team. In this leadership role, you will oversee daily dispatch operations, provide direction and guidance to the dispatch team, and ensure our technicians have the resources and support they need to succeed. Beyond scheduling, you will play a key role in optimizing technician productivity, managing competing priorities, resolving complex operational challenges, and ensuring our Service team delivers an exceptional customer experience.

You will bring hands-on HVAC industry experience, a strong understanding of service operations, and the ability to balance day-to-day demands with broader operational goals. You are a proactive problem-solver who takes initiative, communicates effectively, and leads by example. You thrive on developing others, improving processes, and creating a collaborative, accountable team environment.

At our company, you’ll have the opportunity to make a meaningful impact on service operations, strengthen team performance, and contribute directly to the continued growth and success of the business.

What We Offer

● We have a results-oriented culture at the heart of what we do – bonuses and career progression come from this;

● Top of market wage;

● Full perks package;

● Vacation pay;

● Get paid every 2nd Friday;

● Ongoing training and educational opportunities;

● No on-call shift & No after-hours calls;

● Great team to learn from and solve problems with. We spend a lot of time together during the week and so having fun getting the job done is important to us!

In This Role, You Will

Leadership and Team Oversight

● Provide day-to-day leadership, direction, and support to the dispatch team, ensuring priorities are clear and operational expectations are consistently met.

● Oversee dispatch activities and ensure service requests are assigned, scheduled, and managed effectively across the team.

● Coach, mentor, and support dispatchers in developing their technical knowledge, decision-making abilities, customer service skills, and operational effectiveness.

● Establish consistent processes, standards, and best practices for scheduling, customer communication, job coordination, and dispatch administration.

● Monitor team performance, identify gaps, provide constructive feedback, and address workflow or performance concerns in collaboration with Service Management.

● Foster a culture of accountability, collaboration, professionalism, and continuous improvement.

● Serve as the primary escalation point for complex scheduling conflicts, urgent service requests, customer concerns, and technician-related operational challenges.

Dispatch and Service Operations

● Oversee daily service scheduling and dispatch operations, ensuring resources are allocated effectively and service commitments are met.

● Assign the right technician to the right job based on technical expertise, HVAC experience, certifications, location, workload, customer requirements, and development opportunities.

● Establish priorities based on urgency, customer impact, service agreements, contractual obligations, technician availability, parts availability, profitability, and overall business needs.





● Balance immediate service demands with planned maintenance, quoted work, recurring service commitments, and longer-term scheduling requirements.

● Proactively identify scheduling conflicts, capacity constraints, and operational risks, implementing solutions before they affect service delivery.

● Ensure technicians have the information, tools, equipment, materials, site access details, and customer notifications required to complete work successfully.

● Work closely with Service Management to align dispatch decisions with business priorities, technician capacity and customer expectations.

Customer and Technician Experience

● Ensure customers receive timely, accurate, and professional communication regarding scheduling, appointment confirmations, site access, delays, and service updates.

● Manage escalated customer concerns and scheduling issues with professionalism, sound judgment, and a solution-oriented approach.

● Promote a customer-focused approach while balancing service quality, technician workload, and operational efficiency.

Performance Management and Continuous Improvement

● Monitor key operational metrics, including technician utilization, productivity, schedule adherence, response times, service completion, and scheduling efficiency.

● Analyze dispatch performance and identify trends, bottlenecks, and opportunities to improve resource allocation and operational results.

● Use service management software and reporting tools to monitor workloads, improve visibility, and support data-driven decisions.

● Identify and implement improvements to dispatch workflows, communication practices, scheduling processes, and administrative procedures.

● Support the effective use of dispatching and field service management systems, including accurate data entry, job status updates, and reporting.

● Collaborate with Service Management on capacity planning, workload forecasting, technician development, and operational planning.

● Take ownership of dispatch-related issues through resolution, ensuring appropriate follow-up and accountability.

To Succeed in This Role

Must Haves

● HVAC industry experience is required, with a strong understanding of HVAC service operations, technician workflows, and the demands of a field service environment.

● Significant experience in dispatching, service coordination, scheduling, or service operations, ideally with experience overseeing or leading a team.

● Demonstrated ability to provide direction, coach team members, resolve issues, and maintain accountability for team performance.

● Strong understanding of technician scheduling, workload allocation, service priorities, and resource utilization.

● Excellent organizational and time management skills, with the ability to oversee multiple priorities and make effective decisions under pressure.

● Strong verbal and written communication skills, including the ability to manage customer escalations and communicate effectively with technicians and leadership.

● Proven problem-solving skills and the ability to anticipate challenges, assess options, and implement practical solutions.

● Proficiency with Microsoft Office, including Outlook, Excel, and Teams.

● Experience using dispatching software, scheduling systems, or field service management platforms.

● Strong judgment, initiative, and the ability to work independently while collaborating with Service Management.

● A commitment to operational excellence,



customer satisfaction, team development, and continuous improvement.

Nice-to-Haves

● Experience in a senior dispatch, dispatch lead, service coordination lead, or service operations supervisory role.

● Experience working with HVAC service management platforms, including BuildOps or similar systems.

● Knowledge of HVAC service agreements, preventive maintenance programs, quoted repairs, and emergency service workflows.

● Experience monitoring operational KPIs and using performance data to improve team productivity and service delivery.

● Familiarity with service department capacity planning, technician utilization, and workload forecasting.

● Experience supporting process implementation, system improvements, or organizational growth.

Attributes

● Highly organized with the ability to manage multiple priorities and deadlines simultaneously.

● Strong problem-solving and decision-making skills, with the ability to adapt quickly to changing circumstances.

● Excellent interpersonal and communication skills, with a professional and customer-focused approach.

● Dependable, accountable, and committed to delivering high-quality work.

● Calm and resilient under pressure, with the ability to maintain accuracy in a fast-paced environment.

● Proactive and resourceful, taking initiative to identify issues and implement solutions.

● Collaborative team player who fosters positive working relationships across departments.

● Strong attention to detail and a commitment to operational excellence.

● Demonstrates sound judgment, discretion, and professionalism in all interactions.

● Dedicated to continuous improvement and finding ways to enhance efficiency, service delivery, and team performance.

Why Choose Pacific West Mechanical?

At Pacific West Mechanical, you’re not just taking another service job, you’re building your expertise. Our team services some of the most prestigious and prominent buildings in Vancouver, giving you the opportunity to work on complex mechanical systems, unique equipment, and cutting-edge building technologies. From landmark properties to modern high-performance buildings, you’ll encounter challenging troubleshooting opportunities and systems that allow you to continually expand your technical knowledge and experience.

We believe great technicians never stop learning. That’s why we invest in ongoing training, education, and opportunities to learn from an experienced team that is always willing to share knowledge, troubleshoot together, and support one another. You’ll have the opportunity to take on interesting work, develop your skills, and grow your career while working alongside people who take pride in what they do.

Just as importantly, we value the people behind the work. We’re a collaborative, supportive, and fun team that spends a lot of time together, both on the job and at company events throughout the year. If you’re looking for a place where you can work on interesting buildings, learn new technology, solve complex problems, and be part of a team that genuinely supports each other, Pacific West Mechanical offers that opportunity.

Let’s Connect

If you're looking for an opportunity to join a supportive team, make an impact, and grow your career, we'd love to hear from you. Apply today and take the next step with Pacific West Mechanical.

Pacific West Mechanical is proud of their inclusive and diverse workplace; we are an equal opportunity employer and encourage all qualified applicants to apply.

Pay: $34.00-$40.00 per hour

Expected hours: 40.0 per week

Benefits:

- Dental care
- Extended health care
- On-site parking
- Paid time off

Experience:

- HVAC/R: 2 years (preferred)
- dispatching or service coordination: 3 years (preferred)

Work Location: In person

📌 Senior Service Coordinator/Dispatcher - Plumbing & HVAC (Vancouver)
🏢 Pacific West Mechanical
📍 Vancouver