Dispatcher

Armstrong Group; Ashland (OH); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

Paid time off

Holiday pay

Job summary

The Armstrong Group is seeking a Dispatcher to coordinate Broadband Technicians, manage capacity, and route work orders to ensure efficient, on-time service delivery.

You will be a super-user of our WFM tools, balance daily routes, monitor field activities, and communicate with customers and technicians. This role requires adaptability to shift work, evenings, and weekends, with a strong focus on reliability and teamwork.

Qualifications

• Broad knowledge of telecommunications and cable company operations.
• Excellent PC skills in Windows, HEAT, MS Office and AS/400.
• Strong organizational skills and ability to plan and distribute work in a dynamic environment.
• Effective verbal and written communication; ability to work evenings and weekends.

Responsibilities

• Coordinate technician workloads and auto-routing to optimize capacity and timely service.
• Serve as super-user for WFM tools (TOA, NOC Tools and similar).
• Balance daily Broadband Tech routes for quality and drive-time efficiency.
• Monitor routes and adjust assignments to meet customer commitments.
• Set outage statuses, notify teams, and use NOC tools for troubleshooting.
• Prioritize available work pools and assign shifts.
• Manage 24-hour response via on-call technician assignment.
• Provide customer service calls for scheduling, outages, and updates.
• Provide check-in support and create SRO orders.

Skills

Scheduling & dispatch

Communication skills

Shift work readiness

Team coordination

Telecom operations knowledge

Tools

HEAT

AS/400

MS Office

NOC Tools

TOA

Job description

The Dispatcher’s primary responsibility is the daily coordination of our Broadband Technicians for the fulfillment of work order activity. This includes capacity management support, order routing, order assignment and reacting to changes to technician schedules throughout the day.

What’s In it For You:

• Competitive hourly wage and incentive plan
• Attractive benefits package including medical, dental, vision, 401k and more, effective immediately upon hire
• Generous Paid time off & holidays

What You Will Be Doing:

• Capacity Management: technician workload configuration management in auto-routing, provide input into and support of capacity loading (with the direction of General Manager/Assistant GM).
• Work Force Management (WFM) Tool Expert User; serve as a super-user on our workforce related tools (TOA, NOC Tools and similar).
• Routing: ensure daily Broadband Tech routes are balanced in quality and effective in terms of drive time, on-time-arrivals, productivity, and employee skill sets.
• Monitoring; monitor techs/routes throughout the day. Identify cancellations, available capacity, late running techs, and other dynamic conditions. Take immediate action to assign/reassign work to meet customer commitments and maintain fully engaged technicians.
• Screening; prevent truck rolls. Responsible for setting outage and clearing outage AS/400 logs. The dispatcher also notifies appropriate personnel of outage situations, monitors outage program in system, and relays messages between technicians and the required department. Responsible for using the NOC tools for troubleshooting and verifying service(s) and calling the customer before rolling a truck in outage situations. May assist techs with troubleshooting and request additional assistance from senior installer as needed.
• Schedule filling: monitor and prioritize the pools of available unscheduled work and assign to complete technician shifts.
• Priority Work Management: monitor “service out” trouble tickets and assign to meet 24 hour response expectations, including on-call technician assignment.
• Customer Service Support ; place customer calls for; “call before” requests, outage resolution confirmation, priority or same day scheduling requests, arrival updates, and similar.
• Administrative Support; Check-in support, SRO order creation and similar.

What You Will Need:

• Broad-based knowledge of telecommunications and cable company operations.
• Excellent PC Skills in Windows, HEAT, MS Office and AS/400.
• Strong organizational skills - Demonstrated ability to plan, organize and distribute work assignments in a dynamic environment
• Effective verbal and written communication skills.
• Willingness to perform shift work.
• Ability to work evenings and weekends
• Ability to work effectively under pressure with minimal supervision.
• Other duties as assigned.

Who We Are
The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.
Armstrong is an Equal Opportunity Employer.