SUMMARY OF FUNCTIONS:

Coordinate and manage the timely dispatch of resources, such as vehicles, personnel, or equipment, to meet operational requirements and lead other dispatch staff. Self-perform and train others to open work orders, source and assign resources, and provide timely updates on service calls to meet the requirements presented by the customer. The ideal candidate should possess excellent communication skills, be able to handle high-pressure situations, and demonstrate a strong ability to prioritize tasks efficiently while leading the dispatch staff. Position will also require flexibility on regular work hours, as well as weekend and holiday work depending on business needs.

Shift Info: Days/Nights (8am-5pm/5pm-1am) M-F

KEY RESPONSIBILITIES:

• Essential Functions:

• • Responsible for specific delivery of dispatch services in accordance with the requirements established in the Program Statement of Work to that customer.
  • Act as Lead to other Dispatch staff
  • Oversee tickets from creation to completion, verifying SLAs are met and deliverables are uploaded and checked for accuracy
  • Build and maintain our contracted work force and presence on the accompanying platform(s)
  • Create tickets based around failure or product on ticketing software platform.
  • Perform ticket fulfilment for both product and technical dispatch
  • Train Dispatchers to fulfill program requirements
  • Be able to anticipate risks, provide solutions to escalations and oversee day-to-day dispatch functions
  • Input and review data for program reporting
  • Backfill for dispatcher's who are out of office or on holiday
• Resource Coordination:
  • Efficiently dispatch vehicles, personnel, or equipment based on operational needs and priorities utilizing an automated work order ticketing system.
  • Monitor and track the status and location of resources in real-time.
  • Ensure optimal utilization of available resources to meet service demands and stay in budget.
• Communication:
  • Act as a central point of contact for field personnel and management.
  • Relay important information clearly and concisely to ensure effective communication between all parties.
  • Handle incoming calls, requests, and emergency situations with professionalism and urgency.
  • Provide real-time updates to the customer on the status of their request.
• Scheduling:
  • Develop and maintain daily schedules for personnel and equipment.
  • Adjust schedules in real-time to respond to changing priorities, emergencies, or unforeseen circumstances.
• Problem Solving:
  • Quickly assess and resolve issues related to resource allocation and deployment.
  • Collaborate with various departments to address challenges and streamline operations.
• Documentation:
  • Maintain accurate records of dispatch activities, including time logs, incident reports, and resource availability.
  • Generate reports on key performance indicators and operational metrics.
  • Foster a positive and collaborative work environment within the dispatch team.
• Compliance:
  • Ensure compliance with company policies, industry regulations, and safety standards.
  • Stay informed about relevant industry trends, technologies, and best practices.

SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED:

• High school diploma or equivalent; additional education or certification in logistics, dispatching, or a related field is a plus.
• Proven experience in a dispatch or logistics role, preferably in a fast-paced environment.
• Strong communication skills, both verbal and written.
• Ability to multitask, prioritize, and make quick decisions under pressure.
• Must have strong computer skills and be able to work on various software programs, including but not limited to ticketing software, web programs, outlook, and Microsoft Excel.
• Proficient in using dispatch software and communication tools.
• Knowledge of geographical areas and effective route planning.
• Excellent problem-solving and critical-thinking skills.

PHYSICAL DEMANDS | WORK ENVIRONMENT:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Mobility within the office including movement from one end of the building to the other
• Access information using a computer
• Sitting in an office chair for long periods of time during the work shift.