Print Services Dispatch Coordinator

Print Services Dispatch Coordinator

Full Time | Hybrid | Metro Detroit, MI

What if your manager was genuinely accountable for your growth -- not just professionally, but personally?

That's not a talking point here. It's built into how this company operates. Every year you'll work through a structured goals process covering your career, your health, and your life -- and leadership is required to show up for it. The culture has earned national recognition, but more importantly, it earns it daily from the people who work here.

This is an open book company. You'll learn to read a P&L and a balance sheet, understand how the business performs, and share in its success through a profit-based bonus program. And yes -- every team member receives a surprise day off, no reason needed, just because the company wants you to recharge.

About the Business

This company delivers Managed Print Services and Document Lifecycle Solutions to organizations across the United States. Their model is built around a national field technician and partner network, proactive device monitoring, toner and supply automation, and document workflow optimization -- helping clients reduce costs, increase uptime, and simplify complex print environments. Think fleet management, SLA-driven service delivery, and long-term client relationships across industries.

The Role

As the Print Services Dispatch Coordinator, you are the operational hub between clients and the national service partner network. When a device goes down, a monitoring alert fires, or an escalation is brewing -- you are the person who sees it, owns it, and drives it to resolution. You will manage roughly 15 to 25 service interactions per day across phone and email, keeping technician dispatches moving and clients informed at every step.

This is not a passive coordination role. You are triaging, prioritizing, communicating, and problem-solving in real time -- all while managing toner and equipment orders, supporting Customer Business Review preparation, and keeping partner relationships strong.

Day to Day

• Dispatch service requests through the national managed print partner network, managing SLA adherence and preventing escalations before they happen
• Serve as the primary communication bridge between clients and field technicians throughout the service lifecycle
• Facilitate printer monitoring software installation with new and existing clients
• Handle complex, multi-issue client calls -- offering solutions directly, pulling in resources, or routing to the right contact
• Manage equipment and toner orders accurately and on time
• Support preparation for Customer Business Reviews
• Identify patterns in service requests and proactively surface workflow or process improvements
• Build and maintain strong working relationships with service partners nationwide
• Back up fellow Customer Care team members as needed
• Contribute to special projects as assigned

What You Bring

• Minimum 5 years in a customer-facing support, service coordination, or dispatch role -- required
• Background in managed print, document services, field service coordination, or a similar technical services environment strongly preferred
• Strong working knowledge of Microsoft Office Suite and SharePoint
• Familiarity with service ticketing systems and SLA-based workflows
• Organized, detail-oriented, and consistent with follow-through
• Calm and effective under pressure with strong escalation judgment
• Clear communicator across clients, technicians, and internal teams
• Quick to learn new systems and processes
• Self-directed, team-oriented, and genuinely passionate about delivering great service
• Bachelor's degree preferred

What You Get

• Competitive base salary plus profit-sharing bonus
• Medical, prescription, dental, and vision coverage
• Health savings account and flexible spending account
• Company-paid life insurance
• 401k with company match
• Paid time off
• Your birthday off
• Community service day
• Surprise paid day off -- because you earned it