Dispatch Manager

Marmic Fire & Safety Co. - Grandview, MO

Full-time - Mid Level

Grandview, MO

Repair and Maintenance

About the position

The Dispatch Manager at Marmic Fire & Safety is responsible for overseeing all scheduling and dispatch activities for a team of Dispatchers within a specific geographic area. This role involves implementing operational best practices, coaching team members based on performance metrics, and interacting with both external customers and internal support teams to resolve scheduling issues. The Dispatch Manager plays a crucial role in ensuring efficient operations and high customer satisfaction.

Responsibilities

• Lead and manage the Dispatch team, providing guidance, training, and support to ensure high performance.
• Oversee the development and implementation of operational policies and procedures to enhance Dispatcher and Technician productivity.
• Foster a team environment that values expertise, collaboration, and continuous improvement.
• Ensure that Dispatchers provide Technicians with full schedules and leverage routing optimization tools.
• Assist Dispatchers with reconciling scheduling conflicts and minimizing missed appointments through load balancing and customer interaction.
• Manage technician profiles, skills, and territories within the scheduling and dispatch toolset.
• Continuously identify areas to reduce or eliminate rework and improve procedures.
• Review KPIs throughout the monthly cycle and educate Dispatchers on improving performance towards targets.
• Perform deep dives into areas of underperformance and work with Dispatchers and Service Managers to improve metrics.

Requirements

• 5+ years of experience in a scheduling/routing function or related operational role.
• Proven expertise leading a team including activities related to hiring, coaching, and development.
• Strong communication skills with demonstrated success working across teams in a matrixed organization.
• Ability to manage multiple commitments and time-sensitive priorities in a fast-paced environment.
• Sound judgment and exceptional problem-solving skills.
• Process-oriented mindset with a focus on continuous improvement.

Nice-to-haves

• Experience with Fire Industry technologies and/or regulations.
• Experience working with commercial clients of varying levels.
• Experience working in a standardized operation with a focus on scalability and redundancy.
• Bachelor's degree preferred.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid holidays
• Paid time off
• Vision insurance