Lead Heavy-Duty Dispatcher - 24/7 Ops & Safety

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

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.