Dispatch Operations Lead — Optimizing Tech & Service

Midwest Heating & Cooling; Town of Mukwonago (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Midwest Heating & Cooling is seeking a Dispatch Operations Supervisor to oversee daily dispatch and the service experience for Residential and Commercial Service. You will ensure the right technician is sent to the right job at the right time, while maintaining continuous communication with technicians and customers throughout the day.

You will own and improve the technology and processes used to manage service operations, seeking to increase efficiency, technician productivity, and customer

Qualifications

• Be highly organized and comfortable managing a constantly changing service board.
• Ability to make quick decisions with attention to detail.
• Understand both technician and customer perspectives in service.

Responsibilities

• Oversee daily dispatching for Residential and Commercial Service.
• Ensure technicians are matched to jobs by skill, location, type, equipment, and availability.
• Monitor the service board and adjust as conditions change.
• Identify scheduling or dispatch issues before they impact customers.
• Ensure thorough debriefing and proper documentation after calls.
• Maintain proactive customer communication regarding appointments and arrivals.
• Own the optimization of ServiceTitan and other tools to improve efficiency and outcomes.
• Continuously review processes to remove manual work and improve workflows.

Job description

Midwest Heating & Cooling is seeking a Dispatch Operations Supervisor to oversee daily dispatch and the service experience for Residential and Commercial Service. You will ensure the right technician is sent to the right job at the right time, while maintaining continuous communication with technicians and customers throughout the day.

You will own and improve the technology and processes used to manage service operations, seeking to increase efficiency, technician productivity, and customer