Dispatch Supervisor

DRF Water Heating Solutions; Plainfield (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

DRF Water Heating Solutions in Illinois is seeking a Dispatch Supervisor to lead our dispatch operations team. You will balance technician availability, geography, inventory, and customer commitments while guiding daily dispatch activities.

This in-office role requires strong leadership, scheduling expertise, and the ability to make real-time decisions that improve efficiency, service levels, and revenue. Join a fast-paced team that values accountability and collaboration.

Qualifications

• High school diploma or equivalent; college coursework preferred.
• 3+ years of leadership experience in dispatch, logistics, field service, or fast-paced service environments.
• Experience coordinating mobile workforces, technicians, routes, appointments, or multi-location operations.
• Proficiency with Microsoft Outlook, Excel, Word, and Teams.
• Experience using dispatch, routing, CRM, telephony, or field service management systems.
• Strong organizational, analytical, decision-making, and problem-solving skills.
• Excellent verbal and written communication; able to prioritize under pressure.

Responsibilities

• Lead daily dispatch operations across Chicagoland.
• Balance technician availability, geography, warehouse inventory, customer commitments, drive times, safety requirements, and workload demands.
• Prioritize urgent service needs, same-day and next-day opportunities, and other time-sensitive work.
• Monitor the active job queue and resolve scheduling conflicts, delays, and resource constraints.
• Make timely operational decisions and address safety, compliance, or customer-impacting concerns.
• Coordinate dispatch for subcontractor partners in out-of-state markets.
• Monitor partner responsiveness, job acceptance rates, cancellations, and completion performance.
• Ensure technicians and subcontractors have required qualifications, materials, and coverage.
• Adjust staffing and resource allocation to meet changing service demands.
• Develop and lead a high-performing dispatch team; coaching and reviews.

Skills

Leadership

Scheduling

Dispatch management

Customer service

Communication

Education

High school diploma

Bachelor's degree preferred

Tools

Microsoft Outlook

Excel

Word

Teams

Job description

Lead the Team That Keeps Our Business Running!

Are you a proven leader who thrives in a fast-paced operations environment? Do you enjoy solving complex scheduling challenges, leading high-performing teams, and ensuring customers receive exceptional service? If so, we want to hear from you!

We are seeking a Dispatch Supervisor to lead our dispatch operations team. This role plays a critical part in driving operational efficiency, maximizing productivity, supporting revenue growth, and delivering an outstanding customer experience.

If you're energized by problem-solving, team development, and making real-time decisions that impact business results, this could be the perfect opportunity for you

What You'll Do

• Lead Daily Dispatch Operations
• Direct dispatch activities across Chicagoland by balancing technician availability, geography, warehouse inventory, customer commitments, drive times, safety requirements, and workload demands.
• Prioritize urgent service needs, same-day and next-day opportunities, committed appointments, and other time-sensitive work.
• Monitor the active job queue and proactively resolve scheduling conflicts, delays, call-offs, inventory issues, and resource constraints.
• Make timely operational decisions and escape significant service, safety, compliance, or customer-impacting concerns when appropriate.
• Coordinate dispatch operations for subcontractor partners in out-of-state markets.
• Monitor partner responsiveness, job acceptance rates, cancellations, and completion performance.
• Ensure technicians and subcontractors have the qualifications, materials, coverage areas, and information needed to complete jobs successfully.
• Adjust staffing and resource allocation to meet changing service demands.
• Develop and Lead a High-Performing Team
• Coach, mentor, and supervise dispatch personnel to ensure consistent execution and accountability.
• Establish clear expectations, service standards, and performance goals.
• Conduct team meetings, performance reviews, coaching sessions, recognition programs, and corrective action processes.
• Foster a positive, collaborative, and customer-focused culture.
• Support Talent Development & Workforce Planning
• Assist with recruiting, onboarding, training, cross-training, and employee development initiatives.
• Build team capabilities and ensure effective coverage across all operating hours.
• Maintain continuity plans and shift handoff procedures to support business operations during absences or unexpected disruptions.
• Drive Communication & Customer Satisfaction
• Serve as a key communication hub between dispatch, field teams, subcontractors, warehouses, Customer Service, Sales, Purchasing, and leadership.
• Ensure timely, accurate, and professional communication regarding schedules, job updates, inventory availability, and service issues.
• Help remove obstacles that impact service delivery and customer satisfaction.
• Improve Performance & Operational Excellence
• Analyze operational data to optimize routing, scheduling, coverage, and productivity.
• Partner with cross-functional teams to address recurring process, inventory, capacity, or systems challenges.
• Lead continuous improvement initiatives that enhance customer experience, operational efficiency, and revenue performance.

What We're Looking For

• Required Qualifications
• High school diploma or equivalent required; college coursework or degree preferred.
• 3+ years of leadership experience in dispatch, logistics, field service, customer service, contact center operations, or another fast-paced service environment.
• Experience coordinating mobile workforces, technicians, subcontractors, routes, appointments, or multi-location operations strongly preferred.
• Proficiency with Microsoft Outlook, Excel, Word, and Teams.
• Experience using dispatch, routing, workforce management, CRM, telephony, or field service management systems.
• Strong organizational, analytical, decision-making, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize competing demands and remain calm under pressure.

Why You'll Love This Role

• Lead a critical business function that directly impacts customer satisfaction and revenue growth
• Manage a team and make meaningful operational decisions every day
• Collaborate with multiple departments and influence company performance
• Opportunity to drive process improvements and operational excellence
• Fast-paced environment where no two days are the same

This is a fully in-office leadership position in a fast-paced operations environment. The role requires extensive computer and phone use, frequent multitasking, and the ability to manage priorities in real time. Occasional availability outside standard business hours, including evenings, weekends, or holidays, may be required based on business and staffing needs. Limited local travel may also be required.