Dispatch & Scheduling Coordinator

Position Overview The Dispatch & Scheduling Coordinator centrally plans, assigns, and monitors field technician work across the Service organization. This role schedules preventive maintenance, on-call service, surveys, installation support, and other assigned field activities based on customer priority, service commitments, technician skill, geographic coverage, capacity, parts readiness, and travel efficiency. The coordinator maintains accurate schedules and work-order information, manages daily changes, and communicates appointment and service-status updates to internal teams and customer contacts. The position works closely with the Operations Manager, Senior Field Service Managers, and Project Managers to identify and resolve scheduling constraints. The coordinator serves as the central scheduling authority and escalates capacity, coverage, and service-level risks requiring management action.

Company and Opportunity Overview WNA’s vision is to be a leading entrepreneurial player in terms of market share, agility, and game-changing solutions. WNA is a solution provider, creating value along the supply chain of our customers, from online purchase to their customers. WNA is headquartered in the Charlotte Metro Area, North Carolina. With around 500 employees and ~$200M of sales, WNA focuses on the retail and distribution market segments with marquee customers such as Walmart, Amazon, and the majority of large grocers and retailers. In addition to being the largest manufacturer of shopping carts in North America, WNA has three additional main product segments as well as a Service business, providing turnkey solutions for customer guidance (Access Systems), Shelving & Fixtures, and Material Handling products. Access Solutions provides sophisticated customer guidance and loss prevention systems for major retailers. With German-engineered products and a strong installed base, this segment focuses on protecting existing market share while expanding into adjacent opportunities in smart retail, autonomous store technology, and digital integration. Additionally, WNA offers a range of digital solutions integrated into our products, including advanced shopping cart containment systems, smart exit gate technology, and innovations for autonomous and semi-autonomous retail stores. We are continuously expanding and enhancing our digital offerings to meet evolving customer needs and drive industry advancement.

WNA is part of the Wanzl Group, headquartered in Germany, and has 12 plants in 8 countries, providing comprehensive, solutions-driven service and expert knowledge of local markets for customers across the globe through their 360° service.

Duties and Responsibilities:

• Build and maintain daily, weekly, and forward-looking technician schedules in MSI Service Pro and other approved systems.
• Create, prioritize, assign, and dispatch service orders for preventive maintenance, on-call service, surveys, installation support, and other field activities.
• Match technicians to assignments based on customer priority, SLA requirements, skill, certification, geography, capacity, parts readiness, and job complexity.
• Monitor schedules throughout the workday and adjust assignments for emergencies, cancellations, delays, technician absences, job overruns, or changing customer needs.
• Maintain visibility of scheduled, unassigned, overdue, deferred, and at-risk work and escalate capacity or coverage constraints to the Operations Manager.
• Coordinate schedule priorities and technician availability with the Operations Manager and Senior Field Service Managers.
• Confirm work orders include site contacts, appointment windows, access instructions, asset details, scope, parts, tools, and customer requirements before dispatch.
• Coordinate parts, equipment, vehicle, and job-readiness needs with Fleet & Inventory, Project Managers, and other internal resources.
• Acknowledge incoming service requests and provide timely appointment, scheduling, and work-status communication to approved internal and customer contacts.
• Monitor response times, appointment commitments, preventive maintenance windows, and service-level requirements and coordinate recovery scheduling when commitments are at risk.
• Maintain accurate technician assignments, priorities, appointment dates, statuses, and scheduling notes in internal systems and customer portals.
• Review system exception reports and follow up on unassigned, overdue, inactive, or incorrectly coded work orders.
• Prepare daily and weekly workload, technician-capacity, and geographic-coverage views for Service leadership.
• Support technician territory alignment based on customer locations, business volume, skill requirements, and travel efficiency.
• Provide accurate scheduling data to the Manager, Service Business & Controls for dashboards and formal reporting.
• Document scheduling procedures, identify workflow improvements, and support implementation of routing, dispatch, and field-service technology.
• Perform other related duties and responsibilities as assigned by management.

Skills and Experience:

• Associate degree or equivalent relevant work experience required; bachelor’s degree preferred.
• Experience in dispatch, scheduling, field service, customer service, logistics, workforce planning, or service coordination preferred.
• Ability to manage multiple technicians, customers, priorities, deadlines, and schedule changes in a time-sensitive environment.
• Strong organizational, prioritization, problem-solving, and decision-making skills.
• High level of accuracy and attention to detail when maintaining schedules and work-order information.
• Clear written and verbal communication skills with the ability to provide instructions and escalate risks with supporting facts.
• Proficiency with Microsoft Outlook, Excel, Teams, and other Microsoft 365 applications.
• Experience with field-service management, dispatch, routing, ERP, or customer work-order systems preferred.
• Ability to learn MSI Service Pro, SAP, customer portals, and future scheduling technology.
• Collaborative work style with the ability to coordinate across Operations, Field Service, Project Management, Service Administration, and customer teams.