Dispatch Manager

SUMMARY

We are seeking a skilled and experienced Dispatch Manager to oversee the coordination and scheduling of service technicians and installation crews for our HVAC, plumbing, electrical, and commercial divisions across Reliable and Air Force. The Dispatch Manager plays a pivotal role in ensuring the timely and efficient deployment of resources to address customer needs while maintaining high standards of service quality and customer satisfaction. This role is responsible for ensuring adequate staffing coverage, maintaining timely communication, and improving department performance to ensure efficient operations and customer satisfaction.

ESSENTIAL FUNCTIONS

Dispatch Operations and Installation Scheduling:

• Efficiently manage the daily dispatch operations for HVAC, plumbing, electrical and commercial service calls.
• Oversee all installation scheduling
• Assign service requests to appropriate technicians based on skills, availability, and proximity to the job site.
• Monitor technician schedules and workload to ensure optimal utilization of resources.
• Adapt to changing priorities and emergencies, reallocating resources as necessary to meet customer needs.
• Forecast technician staffing needs using weather forecasts, scheduled calls, and expected demand; coordinate coverage with leaders and adjust assignments to match workload
• Ensure staffing coverage, backup plans, and shift handoffs
• Use ServiceTitan and DispatchPro to maintain accurate schedules and improve efficiency.

Customer Service:

• Strive to deliver exceptional customer service experiences and uphold the company's reputation for reliability and professionalism.
• Ensure timely responses to calls, emails and requests, with follow through to resolution
• Keep customers and internal teams informed of arrival times, delays and schedule changes, and address any concerns or questions promptly.
• Coordinate with call center, sales, service, installation and support teams to resolve escalations and communicate service risks

Team Leadership

• Coordinate closely with the sales, service and install departments, technicians, and other relevant personnel to ensure seamless workflow and customer satisfaction.
• Foster a collaborative and supportive environment among dispatch and install coordinator staff and service, install, call center, plumbing, electrical and commercial teams
• Provide guidance and support to technicians in the field, assisting with troubleshooting and logistical challenges as needed.
• Hire, train, develop, and cross-train dispatchers and install coordinators.

Data Management and Reporting:

• Maintain accurate records of service requests, technician assignments, and job status updates using Service Titan.
• Generate reports on key performance metrics such as response times, job completion rates, and customer satisfaction scores.
• Analyze data to identify trends, areas for improvement, and opportunities to enhance operational efficiency.
• Monitor department KPIs, identify performance gaps, and implement corrective actions to improve service, scheduling, and workforce utilization.

Quality Assurance:

• Conduct periodic quality checks on completed jobs to ensure adherence to company standards and customer expectations.
• Address any issues or discrepancies promptly, working collaboratively with technicians and other stakeholders to resolve problems and prevent recurrence.

QUALIFICATIONS

• High School diploma or GED required.
• Proven experience in dispatch operations management, preferably in the HVAC, plumbing, or electrical services industries.
• Five years of experience supervising a team; HVAC, plumbing, or electrical experience preferred
• Knowledge of installation and dispatch scheduling and capacity planning: ServiceTitan experience strongly preferred and DispatchPro experience preferred.
• Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment.
• Excellent communication and interpersonal skills, with a customer-focused mindset, with experience coaching team members and using data to improve results.
• Proficiency in using dispatch software and other relevant tools for scheduling and data management. Experience with Service Titan preferred.
• Leadership qualities with the ability to motivate and inspire teams to achieve goals and deliver high-quality service.
• Problem-solving skills and the ability to remain calm and composed under pressure.
• Flexibility to adapt to changing priorities and schedules, including occasional on-call or after-hours availability.
• Proficiency with Excel
• Ability to work independently and provide after hours and weekend escalation coverage