Field Service Dispatch Manager

Job PurposeThe Field Service Dispatch Manager serves as the primary leader overseeing all field service scheduling, dispatch coordination, and customer communication. This role is responsible for managing the daily operations of the Field Service team, ensuring that repair and maintenance work is completed efficiently, accurately, and in alignment with company standards.As a key operational leader, the Field Service Dispatch Manager drives customer satisfaction, manages technician productivity, and ensures a seamless experience between customers, field technicians, and internal departments.Duties and ResponsibilitiesLeadership & Team ManagementLead, supervise, and support the Field Service Dispatch and Technician teams to ensure high performance and adherence to service standards.Oversee the quality of work performed and maintain high standards of technical excellence and customer service.Provide coaching, training, and performance feedback to field staff.Maintain a safe, lawful working environment for all field personnel.Dispatch & Scheduling ManagementPlan, prioritize, and schedule all field service work; assign technicians based on skill set, availability, and job requirements.Ensure timely and accurate completion of work orders to meet or exceed customer expectations.Monitor job progress, technician utilization, and workflow efficiency.Customer Service & CommunicationAct as the direct point of contact for internal and external customers.Manage incoming service requests; provide basic technical guidance, estimates, and dispatch timelines.Maintain accurate records of customer communication, service updates, and follow-up actions.Work with customers to resolve complaints or service concerns promptly and professionally.Operational & Administrative OversightEnsure proper handling and documentation of field tickets, work orders, time entries, overtime reporting, and parts used.Charge out all internal and external work orders in a timely and profitable manner.Maintain service trucks, tools, and company assets to ensure maximum productivity and cost control.Work closely with the Shop Supervisor to align and coordinate department activities.Collaborate with the Parts Department on delivery timing, pricing, and returns.Partner with Sales and Rental teams to provide technical insights and repair support.QualificationsHigh school diploma required; 2-year trade school degree preferred.Preferred: 3+ years of experience in the heavy equipment industry, including prior leadership or dispatch experience.Proficiency in computer systems including Microsoft Windows, Microsoft Office Suite, and general desktop/laptop operation.Experience with service management or dispatching systems (e.g., Extend) preferred.Strong organizational, communication, and problem-solving skills.Ability to lead and motivate a team in a fast-paced environment.Working ConditionsRegular activities include standing, walking, talking, sitting, and using hands.Primarily an office-based role with occasional tasks requiring lifting or moving up to 25 lbs.Exposure to work near moving mechanical parts and moderate noise levels.Why Power Equipment Company?The one characteristic that distinguishes Power Equipment Company is the dedication and passion of our employees. It's no secret that employees who are empowered each day to make a difference for the company become engaged, long-tenured partners in the success of the customer. That's why our company culture has always focused on the success and well-being of our greatest asset...our employees.That is the Power Equipment Company difference.We offer:Competitive salary Medical, dental, and vision insurance 401(k) with company match Generous paid time off Paid holidays Paid continuing career education Life insurance, including AD&D (family coverage is also available) Long-term disability insurance Short-term disability insurance is available Flexible Spending Accounts (FSA) and Health Spending Accounts (HSA) Health and wellness program Opportunities for career advancement To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions. Power Equipment is an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by federal and state law.