Dispatch & Technical Support Manager

Magnus HRS; Kleinburg; On-site; CAD 90,000 - 120,000; Full time

Job summary

Magnus HRS seeks a Dispatch Manager to own the field-service flow from customer request to on-site resolution, leading Technical Support and Scheduling/Dispatch teams. You will design standardized processes, instrument delays, and drive improvements with a focus on service levels and labour margin.

The role requires strong leadership, analytics, and hands-on experience with scheduling software, balancing responsiveness and utilisation while delivering measurable results.

Qualifications

• Experience leading field-service, dispatch or service-operations teams in a metrics-driven environment.
• Proven people leadership, coaching and performance management.
• Strong analytical and reporting skills; translate operational data into decisions.
• Hands-on experience with field-service management or scheduling-optimisation software.
• Track record of process improvement and standardisation.
• Clear communication and sound judgement balancing priorities such as responsiveness vs utilisation.

Responsibilities

• Lead the Technical Support and Scheduling/Dispatch teams — staffing, performance, and day-to-day escalation.
• Design, standardize, and continuously improve triage, resolution, scheduling, and dispatch processes.
• Instrument the flow by isolating delays, quantifying impact, and presenting evidence-based improvements.
• Define how off-standard work is flagged, routed, and resolved with actionable reporting.
• Maintain a prioritized backlog of improvements and drive high-impact items first.
• Protect labour margin through technician utilization and efficient dispatch.
• Own the system and data; promote adoption and ensure data integrity.
• Report KPIs to leadership with clear explanations of movement and drivers.

Skills

People leadership

Analytics

Field-service software

Process improvement

Communication

Scheduling/Dispatch

Tools

Scheduling software

Job description

The Dispatch Manager owns the operational performance of the field-service value stream — the end-to-end flow from a customer request landing, through technical triage, scheduling and dispatch, on-site resolution, and close-out. You lead the two teams that run this flow — Technical Support and Scheduling/Dispatch — and own the processes that connect them.

The role is accountable not just for running the flow, but for instrumenting it: pinpointing where delays occur, quantifying their impact, attributing them to the responsible team, and turning that insight into corrective action so that service-level commitments are met and labour margin is protected. In short, you are accountable for how work moves through the system, not just whether individual tickets close.

KEY RESPONSIBILITIES

• Lead the teams. Manage, coach, and develop the technical support and scheduling/dispatch teams — staffing, performance, and day-to-day escalation.
• Own the processes. Design, standardize, and continuously improve how requests are triaged, resolved, scheduled, and dispatched; ensure teams work from documented, repeatable procedures.
• Instrument the flow. Isolate each source of delay, quantify its impact on service-level attainment, and present the responsible team with a clear, evidence-based path to improvement.
• Run exception management. Define how off-standard work (parts delays, no technician available, repeat visits, customer no-access, priority/immediate-response cases) is flagged, routed, and resolved — with reporting that quantifies each category.
• Drive an improvement cadence. Maintain a prioritized backlog of process improvements and a standing rhythm that works the highest-impact items first.
• Protect margin. Keep labour gross margin healthy through technician utilization, rework reduction, and efficient dispatch — balancing responsiveness against utilisation rather than maximizing any single number.
• Own the system and the data. Act as operational owner and power-user of the field-service scheduling and optimisation platform; drive consistent team adoption and keep data clean enough to trust.
• Report the KPIs. Understand how each metric is sourced and calculated, surface results to leadership on a regular cadence, and explain the “why” behind the movement.

WHAT YOU'LL OWN

• Design and standardisation of dispatching and technical-support processes, escalation paths within both teams.
• Input and decision authority on how the dispatch automation is configured to support the operation.
• Performance management of dispatchers and technical support reps — goals, reviews, coaching, & corrective action.
• Customer prioritisation/tiering and escalations that reach outside the two owned teams are set with senior sign-off.

HOW SUCCESS IS MEASURED

• Time to Respond / Time to Resolve — request created to technician on-site, and request created to call closed.
• Auto-dispatch rate — percentage of calls routed without manual intervention.
• Technical support coverage of key and major accounts.
• Utilisation, schedule adherence / on-time arrival, and reschedule rate — the reliability checks that respond and resolve times can mask.

Metrics are reported at median and 90th percentile and segmented consistently by priority, request type, and region.

WHAT YOU BRING

• Experience leading field-service, dispatch, or service-operations teams in a metrics-driven environment.
• Proven people leadership — coaching, performance management, and team development.
• Strong analytical & reporting skills; comfort turning operational data into decisions, holding teams accountable to it.
• Hands‑on experience with field-service management or scheduling‑optimisation software
• A track record of process improvement and standardisation.
• Clear communication and sound judgement in balancing competing priorities such as responsiveness versus utilisation.