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

Medical, Dental, & Vision Plans

$15K Employer paid Life and AD&D

401(k) Plan

Short Term Disability & Long-Term DIS

Hospital Indemnity

Cancer plan

Accident Insurance

Employee Assistance Program

Employee Referral Bonus

Job summary

Guardian Fleet Services is seeking a Lead Heavy‑Duty Dispatcher to supervise dispatch operations and direct tow teams in a fast‑paced environment. You will manage complex recovery assignments, provide accurate ETAs, and ensure safety standards are met across all calls.

This role requires strong leadership, industry knowledge, and the ability to stay calm under pressure while coordinating with drivers, managers, and law enforcement agencies.

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.

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.

Skills

Heavy‑duty dispatch experience

Heavy‑duty equipment knowledge

Multitasking in fast-paced environment

Excellent communication

Dispatch software & GPS proficiency

Leadership & coaching

Problem solving

Attention to detail

Calm under pressure

DOT rules & safety compliance

Tools

Dispatch software

GPS systems

Multi-line phone systems

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
• Medical, Dental, & Vision Plans
• $15K Employer paid Life and AD&D
• 401(k) Plan
• Short Term Disability & Long-Term Disability
• Hospital Indemnity
• Cancer plan
• Accident Insurance
• 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.