Dispatch Manager - Parker Towing

Guardian Fleet Services Inc.; Fort Wayne (IN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Time Off & Paid Holidays

Life Insurance and AD&D ($15k)

Pet Insurance (NEW!)

401(k) plan

Short Term & Long Term Disability

Hospital Indemnity

Cancer Plan

Employee Assistance Program

Employee Referral Bonus

Job summary

Guardian Fleet Services Inc. in Fort Wayne, IN, is seeking a Dispatch Manager to lead onsite dispatch operations and maximize fleet utilization. This role ensures efficient service delivery, exceptional customer service, and alignment with safety standards.

You will supervise dispatch staff, coordinate driver assignments, monitor performance, and collaborate with drivers, vendors, and customers to resolve issues while maintaining compliance with company policies.

Qualifications

• High School Diploma or GED required; degree preferred.
• Minimum three (3) years of management or supervisory experience.
• Minimum three (3) years of dispatch, transportation, logistics, towing, or related operational experience preferred.
• Strong leadership and coaching skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency with dispatch software, GPS tracking, and Microsoft Office.
• Bilingual skills are a plus.

Responsibilities

• Lead, coach, and supervise a team of dispatchers to ensure efficient daily operations.
• Develop and manage dispatcher schedules to maintain adequate staffing coverage.
• Monitor call volume, dispatch activity, service levels, and response times.
• Train, mentor, and evaluate dispatch personnel, providing ongoing performance feedback.
• Coordinate service requests and driver assignments to maximize productivity and customer satisfaction.
• Serve as the primary escalation point for dispatch-related issues and customer concerns.
• Ensure accurate documentation and communication of service calls and updates.
• Collaborate with drivers, vendors, customers, and management to resolve operational challenges.
• Monitor GPS tracking, dispatch software, and other systems to optimize fleet movement.
• Maintain compliance with policies, safety procedures, and regulations.
• Identify process improvements to increase efficiency and profitability.
• Prepare and distribute operational reports and performance data.

Skills

Leadership

Communication

Customer Service

Conflict Resolution

Calm under pressure

Organization

Multitasking

Dispatch Software

GPS Tracking

Microsoft Office

Mobile Technology

Relationship Building

Customer Focus

Education

High School Diploma or GED

Associate’s or Bachelor's degree in Business, Logistics, Transportation, or related field

Tools

Dispatch Software

GPS Tracking Systems

Microsoft Office

Mobile Technology

Job description

Welcome to Guardian Fleet Services Careers! As the largest towing, recovery, and specialized transportation fleet in the United States, Guardian Fleet Services stands at the forefront of the industry. With a commitment to excellence, we are continuously expanding our footprint, and we’re on the lookout for professionals who are eager to grow their careers with us.

At Guardian Fleet Services, we are dedicated to hiring, training, and educating the finest towing professionals across the globe. If you’re passionate about making a difference and want to be part of a dynamic team, we invite you to explore our rewarding career opportunities. We offer competitive pay, generous benefits, and a host of other bonuses to ensure our team members thrive both personally and professionally. Join us and become part of a company where your talents are valued and opportunities for advancement abound.

Position:Dispatch Manager - Parker Towing

Location: Ft Wayne, IN

Job Id:1767-Parker

# of Openings:1

Dispatch Manager

The Dispatch Manager is responsible for leading and overseeing all dispatch operations to ensure efficient service delivery, exceptional customer service, and maximum fleet utilization. This role supervises dispatch personnel, coordinates driver assignments, manages scheduling, monitors operational performance, and serves as a key liaison between customers, drivers, vendors, and internal departments. The Dispatch Manager is expected to maintain a fast-paced, organized dispatch environment while ensuring company policies, safety standards, and customer expectations are consistently met.

This is an on-site position located in Fort Wayne, IN.

The compensation range is between $55,000 and $75,000 per year based on experience and qualifications.

Essential Duties and Responsibilities

• Lead, coach, and supervise a team of dispatchers to ensure efficient daily operations.
• Develop and manage dispatcher schedules to maintain adequate staffing coverage.
• Monitor call volume, dispatch activity, service levels, and response times.
• Train, mentor, and evaluate dispatch personnel, providing ongoing performance feedback and development opportunities.
• Coordinate service requests and driver assignments to maximize productivity and customer satisfaction.
• Serve as the primary escalation point for dispatch-related issues, customer concerns, and service disruptions.
• Ensure accurate documentation and communication of service calls, incidents, and operational updates.
• Collaborate with drivers, vendors, customers, and management to resolve operational challenges.
• Monitor GPS tracking, dispatch software, and operational systems to optimize fleet movement and utilization.
• Maintain compliance with company policies, safety procedures, and industry regulations.
• Identify process improvement opportunities to increase efficiency, service quality, and profitability.
• Prepare and distribute operational reports, metrics, and performance data as needed.
• Perform other duties and special projects as assigned.

Required Qualifications

• Strong leadership, team building, and employee coaching skills.
• Excellent verbal and written communication skills.
• Strong customer service and conflict-resolution abilities.
• Ability to remain calm and make sound decisions in high-pressure situations.
• Exceptional organizational skills with strong attention to detail.
• Ability to prioritize multiple tasks and manage competing demands effectively.
• Proficiency with dispatch software, GPS tracking systems, Microsoft Office, and mobile technology.
• Ability to build and maintain strong working relationships with customers, drivers, vendors, and team members.
• Professional demeanor with a customer-focused approach.

Preferred Qualifications

• Previous experience in towing, transportation, logistics, roadside assistance, or fleet operations.
• Knowledge of towing industry practices, equipment, pricing structures, and service procedures.
• Experience managing dispatch operations across multiple geographic locations.
• Bilingual communication skills are a plus.

Education and Experience

• High School Diploma or GED required.
• Associate's or bachelor's degree in business, Logistics, Transportation, or a related field preferred.
• Minimum three (3) years of management or supervisory experience.
• Minimum three (3) years of dispatch, transportation, logistics, towing, or related operational experience preferred.

Physical Requirements

• Ability to sit, stand, walk, and use a computer for extended periods.
• Frequent use of hands and fingers for typing, handling equipment, and operating office technology.
• Occasional lifting and carrying of up to 20 pounds.
• Ability to bend, reach, stoop, push, pull, and perform other physical tasks as needed.
• Ability to effectively communicate by phone, radio, and in person.
• Specific vision abilities include close vision, distance vision, and the ability to adjust focus.

What Success Looks Like

• Efficient dispatch operations and response times.
• High customer satisfaction scores.
• Strong dispatcher engagement and retention.
• Effective communication between dispatch, drivers, and customers.
• Achievement of key performance indicators (KPIs) related to service levels, productivity, and operational efficiency.

Benefits Offered:

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

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, merits, and business needs.