What are the responsibilities and job description for the Installation Dispatch Supervisor position at Wilson AC & Appliance?
Benefits:
Wilson AC & Appliance is seeking an Installation Dispatch Supervisor to oversee and optimize our daily home appliance installation operations. This position will play a key role in ensuring timely service, efficient routing, and excellent customer communication.
Responsibilities
- 401(k)
- 401(k) matching
- Bonus based on performance
- Competitive salary
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
- Parental leave
- Competitive Pay
- Employer-supported Health, Dental, and Vision Coverage
- 401k Matching Contributions
- Career Advancement
Wilson AC & Appliance is seeking an Installation Dispatch Supervisor to oversee and optimize our daily home appliance installation operations. This position will play a key role in ensuring timely service, efficient routing, and excellent customer communication.
Responsibilities
- Supervise and actively dispatch installation team to ensure timely, accurate, and efficient delivery of service.
- Manage and adjust installation schedules in real time, coordinating with sales, warehouse, and client care to resolve delays, rush orders, and routing challenges.
- Work with Lead Installer to verify job site readiness before dispatch (measurements, access, power/water/gas, special handling).
- Maintain clear communication channels with installers, ensuring they have the necessary tools, parts, photos, and instructions for each job.
- Monitor field progress throughout the day; triage issues such as no-access, job site conditions, or add-on requests, and re-route as needed.
- Collaborate with warehouse and parts teams to align deliveries and special equipment, flagging shortages and ensuring availability.
- Track and report key metrics: on-time arrival %, average route drive time, reschedules, repeat visits, and photo/completion checklist compliance.
- Collaborate closely with operations, service, and management to align dispatch priorities with showroom promotions, builder timelines, and product launches.
- Provide coaching and guidance to dispatch staff (where applicable), contributing to process improvements and consistency in performance.
- End-of-day reconciliation of completed/partial/cancelled jobs; ensure notes, photos, and customer updates are logged in the system.
- Maintain installer capacity calendar and assist in fair rotation planning for Saturdays.
- 3–5 years of experience in dispatch, logistics, or operations coordination—ideally within appliance, home service, or luxury retail segments.
- Strong organizational, multi-tasking, and communication skills—capable of keeping pace in a fast-moving environment.
- Familiarity with scheduling/dispatch software
- Leadership experience, including ability to mentor and coach staff.