Maintenance Technician & Dispatch Coordinator - 20571

Overnight Maintenance Technician & Dispatch Coordinator

Overnight & Weekend Coverage US HOURS | Property Management / Building Services

Location: Fully Remote

Employment Type: Full-Time

Schedule: Overnight and weekend shifts aligned to U.S. Eastern Time (New York City)

Weeknight coverage: from ~5:00-5:30 PM ET (client team log-off) through ~7:00-7:30 AM ET, with a short handoff overlap on each end.

Weekend coverage: continuous 24-hour coverage across Saturday and Sunday through Monday morning.

Team structure: Launching with 2 coordinators, with a likely 3rd added for full weekend coverage.

About The Company

We are an established U.S.-based building-services company serving property managers, co-op and condo boards, landlords, and residents across New York City. We provide building superintendents, porters, and around-the-clock emergency response — giving property owners a single, reliable partner for keeping their buildings running and their residents cared for.

A core part of our service is a live, 24/7 emergency line. When something goes wrong in a building — a heat outage, a burst pipe, a flood, a fire — residents and managers reach a real person who knows how to respond, not a voicemail. That responsiveness and hands-on problem-solving is what sets us apart in a market where the common complaints are slow callbacks and no follow-through.

About The Role

We are looking for an operationally minded, technically capable Maintenance & Dispatch Coordinator to take ownership of after-hours building emergencies across our NYC residential portfolio.

This is not a traditional customer service, virtual assistant, or call-center role. The person in this position will function as the technical and operational point person after hours, working remotely but coordinating directly with residents, building staff, vendors, and field technicians.

When a resident reports a leak, loss of heat, electrical issue, boiler problem, flooding, or another building emergency, you will need to understand what is happening, ask the right diagnostic questions, determine the likely cause and urgency, and decide what needs to happen next.

You will also be responsible for taking control of the response on the ground. This means identifying the right technician or vendor, communicating what you believe is happening, directing the response, following up when someone is delayed or unresponsive, and staying involved until the situation is under control.

We are looking for someone with the instincts of a maintenance coordinator, field-service supervisor, facilities specialist, technician, or experienced dispatcher — someone who understands how things work in the field and can earn the respect of technicians through their technical knowledge and decisiveness.

Customer communication is important, but technical aptitude, resourcefulness, judgment, and ownership are the highest priorities for this role.

Key Responsibilities

Technical Emergency Triage

• Receive and assess after-hours calls involving plumbing, HVAC/heating, electrical, water, building systems, and other maintenance issues.
• Ask targeted questions to understand what is happening and determine the likely source and severity of the problem.
• Distinguish between situations that require immediate intervention and those that can safely wait until business hours.
• Use practical maintenance knowledge and technical judgment to determine appropriate next steps.
• Provide basic troubleshooting instructions when appropriate to help contain damage before a technician arrives.
• Identify potential risks and escalate appropriately when a situation involves safety concerns.
  
  

Field Technician & Vendor Coordination

• Dispatch the appropriate technician, vendor, superintendent, or field team member based on the issue.
• Clearly communicate the nature of the problem and relevant troubleshooting information to the person responding.
• Take ownership of the response rather than simply passing the issue along.
• Follow up with technicians and vendors to ensure they are responding within the required timeframe.
• Push for action when a technician or vendor is delayed, unresponsive, or the situation requires immediate attention.
• Provide technical context and direction to field personnel when appropriate.
• Continue coordinating until the emergency is stabilized and the appropriate next steps are in place.
  
  

Problem-Solving & Operational Judgment

• Think independently when there is no obvious answer or when the normal process does not work.
• Make sound decisions using available information rather than waiting for someone else to provide every next step.
• Adapt quickly when circumstances change during an emergency.
• Identify patterns and recurring building issues and communicate them to management.
• Help improve troubleshooting procedures and emergency response playbooks based on real-world experience.
  
  

Documentation & Handoff

• Accurately document the issue, troubleshooting performed, technicians contacted, actions taken, and current status.
• Maintain clear records so the daytime team can immediately understand what happened.
• Complete thorough shift handoffs for unresolved issues.
• Track open emergencies until they have been properly resolved or transferred.
  
  

Resident Communication

• Communicate calmly and professionally with residents during stressful situations.
• Ask clear questions and explain troubleshooting steps in a way residents can understand.
• Reassure residents while maintaining control of the situation.
• Set appropriate expectations regarding response times and next steps.
  
  

Required Qualifications

• Strong technical and mechanical aptitude with the ability to understand how common building systems work.
• Experience in maintenance, facilities, field service, technical support, maintenance dispatch, building operations, HVAC, plumbing, electrical, or a related technical/operational environment.
• Ability to troubleshoot problems rather than simply follow a script or escalate immediately.
• Demonstrated ability to make decisions independently in situations where information may be incomplete.
• Experience coordinating or directing field technicians, maintenance teams, contractors, vendors, or service personnel.
• Ability to confidently follow up with and push field personnel toward timely resolution when an emergency requires immediate action.
• Strong spoken English and the ability to communicate clearly with U.S.-based residents, vendors, and field teams.
• Ability to remain calm and decisive during high-pressure situations.
• Strong organizational skills and attention to detail.
• Availability for overnight and weekend shifts aligned with U.S. Eastern Time.
• Reliable home-office setup with stable high-speed internet, computer, headset, and quiet workspace.
  
  

Preferred Qualifications

• Experience as a Maintenance Coordinator, Facilities Coordinator, Maintenance Dispatcher, Field Service Coordinator, Facilities Supervisor, Building Operations Coordinator, Technical Support Specialist, Service Manager, or similar role.
• Hands-on experience with plumbing, HVAC/heating systems, boilers, electrical systems, water systems, or general building maintenance.
• Property management, facilities management, commercial/residential building operations, or building-services experience.
• Experience working with NYC residential buildings or similar multi-unit properties.
• Experience managing emergency or after-hours maintenance requests.
• Experience using dispatch, ticketing, work-order, or property-management systems.
• Previous experience supervising, coordinating, or directing field technicians.
• Ability to read and understand basic technical information, equipment documentation, or work orders.
  
  

Ideal Candidate Profile

You Are

Technically minded

You naturally want to understand why something is happening, not just what process to follow.

Resourceful

When the first solution doesn't work, you don't stop at "I escalated it." You look for another way to solve the problem.

Decisive

You can make informed decisions quickly, even when you don't have all the information.

Operationally strong

You understand how field work actually gets done and can coordinate multiple people toward a common outcome.

Confident with technicians

You can communicate with experienced field personnel, understand their technical language, ask intelligent questions, and earn their respect.

Ownership-driven

You stay with the problem until it is under control. You don't simply create a ticket and consider the job finished.

Calm under pressure

You can manage a serious emergency without becoming overwhelmed or losing focus.

A strong communicator

You can communicate effectively with residents, technicians, vendors, and management — adjusting your communication style depending on who you're speaking with.

What Success Looks Like

A successful coordinator should be able to receive a call such as:

"There is water coming through the ceiling and the resident says the bathroom above is empty."

And Immediately Begin Working The Problem

• What questions should I ask?
• Where is the water likely coming from?
• Is there an immediate risk of further damage?
• Can the resident safely shut off a valve?
• Does the building need a plumber, superintendent, or emergency vendor?
• Who is on call?
• Who can physically get there fastest?
• What information does the technician need before arriving?
• What happens if the first technician doesn't answer?
• Who else can I contact?
• How do I make sure this doesn't sit unresolved for the next two hours?
  
  

The expectation is not that the coordinator will personally repair the building. The expectation is that they will understand the problem well enough to diagnose, prioritize, direct, and coordinate the response effectively.

Why Join Us

This is a long-term opportunity to become a key part of the company's after-hours operations.

You will develop deep knowledge of our buildings, building systems, vendors, technicians, and emergency procedures. Rather than functioning as a traditional call-center agent, you will become the go-to operational and technical resource during overnight and weekend hours.

The right person will have significant ownership over how emergencies are handled and will have the opportunity to grow into a broader maintenance operations, facilities, or field-service leadership role as the team develops.