Dispatcher Operations Lead

About the Role

The Dispatcher Operations Lead combines two critical functions: coordinating and dispatching our fleet/service providers, and supporting the coordination of customer accounts. This role requires excellent organizational skills, the ability to multitask, and strong communication skills to ensure both customer satisfaction and operational efficiency.

Responsibilities

Dispatch Lead Duties

• Lead a team of dispatchers that coordinate and schedule service providers to various job sites

• Monitor the status of dispatched jobs and adjust schedules as necessary to ensure timely completion

• Communicate with service providers to provide job details, instructions, and updates

• Maintain accurate records of dispatch activities, including job assignments, progress, and completion

• Resolve issues or delays that arise during the dispatch process to minimize disruption

• Communicate with customers via email and phone

• Be available nights and weekends as needed

Account Coordination Duties

• Collaborate with the Operations/Account Manager as a primary point of contact for assigned customer accounts, helping build strong relationships and ensure high levels of customer satisfaction

• Help manage and process customer orders, ensuring accuracy and timely delivery in collaboration with the Operations/Account Manager

• Address customer inquiries and concerns promptly and professionally, escalating to the Operations/Account Manager when necessary

• Maintain accurate and up-to-date customer records, including contact information, order history, and account status, in collaboration with the Account/Operations Manager

• Understand departmental P&L and how decisions carry financial impact

• Work with other departments to ensure customer needs are met, inventory levels are accurate and align with internal inventory software, and service issues are resolved efficiently under the guidance of the Account Manager

• Aid in generating and analyzing reports on account activity and performance, providing insights and recommendations for improvement to the Account Manager

• Collaborate with the Account/Operations Manager on individualized, client-specific reports

• Provide internal reporting and metrics for Account/Operations Managers

• Participate in interviews and candidate selection

• Perform other duties as assigned

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred

• Strong servant-leadership mindset to facilitate and maintain growth within the organization

• Proactive problem-solving skills with an ability to identify and address issues before they escalate

• Highly skilled in data management, with the ability to identify performance trends and make adjustments accordingly

• Ability to thrive in a fast-paced, high-volume environment

• Self-motivated, with strong decision-making skills grounded in integrity

• Previous experience in client-facing service highly desirable

• Strong organizational and multitasking skills

• Excellent communication and interpersonal skills

• Proficiency in G Suite software, along with experience using CRM and ERP systems

• Ability to work under pressure and adapt to changing priorities

Field Advantage, headquartered in Kingsport, Tennessee, is a premier national IT field services company with over 19 years of proven expertise. We deliver 24-hour on-site technology services across all 50 US states and Canada, specializing in IT deployments, site surveys, and field maintenance. Our tailored solutions serve the retail, entertainment, petroleum, and electric vehicle industries, empowering businesses to thrive in a rapidly evolving technological landscape. With a robust network of over 2,000 technicians, we ensure coverage in every market, providing reliable and efficient support. Field Advantage champions innovation, diversity, and inclusivity, setting benchmarks in the tech industry.