Lead Dispatcher

General Position Description:

The Lead Dispatcher reports to the Operations Manager of Hill Mechanical Services. The Lead Dispatcher oversees the successful operation of our dispatch team in order to ensure the best customer experience.

Key Responsibilities:

• Provide oversight and ensure successful dispatch operations, including but not limited to the following:
  • Ensure emails and phone calls are responded to in a timely manner.
  • Schedule, coordinate technicians and plumbers to work assignments.
  • Prioritize service requests, determine needs of customers and match the appropriate service technician.
  • Work with General Foreman to plan work properly, to minimize down time and increase efficiency.
  • Properly monitor status of WOs to process all WOs to ensure successful billing, and service execution.
  • Ensure Service Technicians are returning to open jobs for completion.
  • Enter PO’s and WOs into system
  • Manage PMs based on priority. Scheduled as confirmed with the customer.
  • Review and update WOs based on reporting tools available, not limited to the Open/Held and parts report.

• Provide weekly dispatch training
• Attend SJO Job Coordination meetings
• Attend new PM Agreement On-Boardings
• Attend Operation Meetings
• Supervisor of driver’s schedule
• Familiarity of XOI, RFS, Vision software and provide training as necessary to Field or Service Coordinators.
• Other duties as assigned.