Dispatch Lead - Heavy Wrecker

Guardian Fleet Services; Spring Hill (FL); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Life and AD&D insurance

401(k) plan

Short-term disability

Long-term disability

Hospital indemnity

Cancer plan

Employee assistance program

Referral bonus

Job summary

Guardian Fleet Services is seeking a Heavy Wrecker Dispatch Lead in Florida to supervise daily dispatch operations, direct experienced tow operators, and coordinate complex recovery assignments across our heavy‑duty fleet.

In this central command role you will monitor call handling, ensure accuracy and urgency, optimize driver assignments, and uphold DOT safety and compliance while mentoring junior dispatchers.

Qualifications

• Experience in heavy-duty towing, recovery, or transportation dispatch.
• Strong knowledge of heavy-duty equipment, recovery procedures, and industry terminology.
• Ability to multitask in a high-volume, fast-paced environment.
• Excellent communication and customer service skills.
• Proficiency with dispatch software, GPS systems, and multi-line phone systems.
• Strong leadership, coaching, and problem-solving abilities.
• High attention to detail and accuracy.
• Ability to remain calm and decisive under pressure.
• Knowledge of DOT rules, safety protocols, and company compliance standards.
• Physical & Work Environment Requirements

Responsibilities

• Oversee daily heavy-duty dispatch workflow.
• Direct heavy-duty operators by location and skill.
• Manage high-priority recoveries and calls.
• Make real-time routing and staffing decisions.
• Provide ETA updates and professional customer service.
• Ensure DOT safety compliance.
• Train and mentor dispatch staff.
• Maintain call logs and incident records.
• Coordinate with shops on repairs and readiness.
• Collaborate with managers, billing and safety teams.
• Monitor dispatch quality and customer satisfaction.
• Handle escalated calls professionally.
• Perform other duties as needed.

Skills

Heavy-duty dispatch experience

Equipment knowledge

Multitasking ability

Communication skills

Dispatch software

GPS systems

Leadership

Attention to detail

Calm under pressure

DOT regulations

Tools

GPS systems

Multi-line phone systems

Dispatch software

Job description

Being a Heavy Wrecker Dispatch Lead with Guardian Fleet Services means you are the central command point for the most complex, high‑risk, and high‑impact operations in the company. In Guardian’s world — where heavy‑duty towing, rotator recoveries, and emergency response happen around the clock — this role is the one that keeps the entire heavy‑duty division moving safely, efficiently, and professionally.

Position Overview

The Lead Heavy‑Duty Dispatcher is responsible for supervising dispatch activities, directing heavy‑duty tow operators, managing complex recovery assignments, and ensuring all calls are handled with accuracy, urgency, and professionalism. This role requires strong industry knowledge, multitasking ability, and leadership skills to keep operations running smoothly in a fast‑paced environment.

Key Responsibilities

• Lead Dispatch Operations — Oversee daily heavy‑duty dispatch workflow, ensuring timely response to calls and efficient driver assignment.
• Driver Coordination — Direct heavy‑duty operators to appropriate locations based on skill set, equipment needs, ETA, and customer requirements.
• Complex Call Management — Handle high‑priority, multi‑truck, recovery, rollover, and specialized transport calls with precision.
• Real‑Time Decision Making — Adjust routes, reassign drivers, and respond to emergencies or changing conditions.
• Customer Communication — Provide accurate ETAs, updates, and professional service to customers, law enforcement, and partner agencies.
• Safety & Compliance — Ensure drivers follow company safety standards, DOT regulations, and recovery protocols.
• Training & Mentorship — Train new dispatchers and support ongoing development of dispatch team members.
• Documentation & Reporting — Maintain accurate call logs, driver notes, incident details, and service records.
• Equipment Coordination — Work with shop managers to schedule truck repairs, maintenance, and equipment readiness.
• Cross‑Department Collaboration — Communicate with managers, drivers, billing, and safety teams to ensure smooth operations.
• Quality Assurance — Monitor call handling, customer satisfaction, and dispatch accuracy; identify areas for improvement.
• Escalation Handling — Manage difficult calls, customer concerns, and operational issues with professionalism.
• Other Duties as Assigned — Support operational needs as required.

Required Skills & Qualifications

• Experience in heavy‑duty towing, recovery, or transportation dispatch
• Strong knowledge of heavy‑duty equipment, recovery procedures, and industry terminology
• Ability to multitask in a high‑volume, fast‑paced environment
• Excellent communication and customer service skills
• Proficiency with dispatch software, GPS systems, and multi‑line phone systems
• Strong leadership, coaching, and problem‑solving abilities
• High attention to detail and accuracy
• Ability to remain calm and decisive under pressure
• Knowledge of DOT rules, safety protocols, and company compliance standards
• Physical & Work Environment Requirements
• Ability to sit for extended periods while operating dispatch systems
• Ability to work in a fast‑paced office environment with frequent interruptions
• Occasional need to walk the yard or shop area for operational coordination
• Ability to work flexible hours, including nights, weekends, or on‑call shifts as needed

Benefits Offered:

• Paid Time Off & Paid Holidays
• $15K Employer paid Life and AD&D
• 401(k) Plan
• Short Term Disability &Long-Term Disability
• Hospital Indemnity
• Cancer plan
• Employee Assistance Program
• Employee Referral Bonus

EEOC Policy Statement- We are an Equal Opportunity Employer and are committed to building a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state, or local laws.

We believe that diversity strengthens our organization and are dedicated to providing a workplace free of discrimination, harassment, and retaliation. Employment decisions are based on qualifications, merit, and business needs.