Job Description

Job Title: Dispatch Manager

Location: Lincoln, Rhode Island

Reports To: Director of Dispatch & Logistics

Our Client Overview

Founded in 2017, our client operates regionally throughout the Northeast and Mid-Atlantic as a provider of a wide range of home services including HVAC, plumbing, and electrical services. A focus on people, technology, and operations has helped our client be recognized as one of the fastest-growing HVAC, Plumbing, and Electrical Services providers in both the residential and commercial segments. They understand that a home is their customers biggest investment and that they want to keep it in top condition. To achieve this, they are committed to living out our values of providing quality service each day to best serve homeowners. They strive to maintain our commitment of excellence in service through high-quality partnerships with other like-minded organizations with a people-first vision.

Position Summary

The Dispatch Manager is responsible for overseeing and coordinating daily central dispatching activities. This role requires strong organizational and communication skills, attention to detail, and the ability to work in a fast-paced environment. The Dispatch Manager ensures that all dispatch operations are executed efficiently and effectively, resulting in seamless coordination and service delivery for HVAC, plumbing, drain cleaning and electrical services.

Key Responsibilities

• Dispatch Operations:

• Oversee the coordination and management of dispatching across multiple platforms and business units for HVAC, plumbing, drain cleaning and electrical services.
• Monitor and track the movement of resources using dispatch software and GPS tracking systems.
• Analyze existing workflows, identify bottlenecks, and implement process improvements to increase efficiency and productivity.
• Establish and monitor quality standards across operations, identifying and addressing quality issues to maintain product or service quality.
• Track key performance indicators (KPIs) to measure operational effectiveness and identify areas for improvement.
• Ensure that all daily, weekly and monthly productivity goals are met.

• Team Management:

• Hire, train, and supervise dispatchers, assigning tasks and ensuring team performance meets expectations.
• Provide continuous training, support, and performance evaluations for dispatch staff.
• Foster a positive and collaborative work environment.

• Communication:

• Address, resolve and document any issues or conflicts that arise during the dispatch process.
• Serve as primary escalation point for complex service orders, customer concerns, and emergency call-outs.
• Address operational challenges and resolve issues promptly to minimize disruptions.
• Maintain clear and effective communication with the dispatch team in addition to platform managers, senior leadership, and other stakeholders.
• Provide regular updates to management on dispatch operations and performance.

• Logistics and Coordination:

• Develop and implement efficient dispatching procedures and protocols.
• Optimize routing and scheduling to minimize costs and maximize efficiency.
• Collaborate with platforms and technicians to ensure the availability and timely delivery of materials, equipment and services.
• Collaborate with platform managers to forecast technician capacity and plan for peak season or special projects.

• Compliance and Safety:

• Ensure compliance with all local, state, and federal regulations, including transportation and safety laws.
• Monitor and enforce company policies and procedures related to dispatching.
• Conduct regular safety meetings and training sessions for dispatch staff.

• Record Keeping:

• Maintain accurate records of dispatch activities.
• Prepare and analyze reports to identify areas for improvement and implement corrective actions.
• Generate reports on operational performance, including key metrics and trends, to inform decision-making

Qualifications

• Bachelor's degree in Business Administration, Logistics, Operations Management or related field.
• 3+ years’ experience in dispatch, service coordination, or operations within a trade service environment (HVAC, plumbing, electrical, pest control, etc.).
• Proven track record in team leadership and staff development.
• Excellent communication and interpersonal skills.
• Proficient in software such as Service Titan, Geotab and OnCall Air.
• Analytical mindset; adept at interpreting dashboards and turning data insights into action.
• Strong organizational, multitasking, and decision-making abilities in a fast-paced setting.
• Knowledge of transportation regulations and safety standards.
• Ability to work flexible hours, including evenings and weekends.

Preferred Skills

• Experience in logistics, transportation, or field services.
• Knowledge of performance management systems.

Working Conditions

• Office environment with occasional interruptions.
• Moderate noise level.
• Evening, daytime, weekend, and holiday hours may be required.

Compensation & Benefits

• Paid time off (PTO) & Holiday pay according to company policy.
• Continuous training and development opportunities.
• Medical, Dental, and Vision Insurance.
• 401K Plan with Company Match.
• Long-Term Disability.
• Company Paid Life Insurance.
• Flexible Spending Account
• Great Company Culture.

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