Dispatch Operations Supervisor

Dispatch Operations Supervisor 

Position Summary

The Dispatch Operations Supervisor is responsible for overseeing the daily dispatch and service experience for both Residential and Commercial Service.

The primary responsibility of this position is to ensure the right technician is sent to the right job at the right time, while maintaining a high level of communication with technicians and customers throughout the day.

This position will also own the continued improvement and implementation of the technology and processes used to manage service operations. The goal is not simply to operate the tools we have, but to continually find ways to use them better to improve efficiency, technician productivity, revenue opportunities, and the customer experience.

Key Responsibilities

Dispatch Oversight

• Oversee daily dispatching for Residential and Commercial Service.
• Ensure technicians are matched appropriately to jobs based on skill set, experience, location, job type, equipment, opportunity, and availability by utilizing Dispatch Pro.
• Monitor the service board throughout the day and make adjustments as conditions change.
• Ensure available technician capacity is utilized effectively.
• Identify scheduling or dispatch problems before they negatively impact technicians or customers.
• Hold the dispatch process accountable to established company expectations and procedures.

Technician Debriefing

• Ensure service technicians are properly debriefed following calls.
• Verify jobs are complete and properly documented before technicians move on.
• Identify additional work, sales opportunities, follow-up needs, or customer concerns during debriefing.
• Help ensure technicians are prepared and properly positioned for their next call.

Customer Experience

• Monitor the customer experience throughout the service process.
• Ensure customers receive appropriate appointment confirmations, technician notifications, and arrival information.
• Proactively communicate with customers when technicians are running ahead of or behind schedule.
• Identify service delays or issues and address them before they become customer complaints.
• Ensure customers receive consistent communication from booking through completion of the service call.

Technology & Process Optimization

Own the operational use and continued improvement of the tools used to manage Service, including but not limited to:

• ServiceTitan Dispatch Pro
• ServiceTitan Field Pro
• ServiceTitan Scheduling Pro
• Other ServiceTitan tools and automations
• Avoca
• Chiirp
• AI and automation tools adopted by Midwest

This position will be expected to:

• Understand how each platform works and how it should be used within Midwest's operation.
• Identify features or capabilities that Midwest is not fully utilizing.
• Implement new workflows, automations, and processes that improve efficiency.
• Monitor whether technology and automated decisions are producing the intended results.
• Identify problems with configurations, workflows, job types, technician settings, or processes that may negatively affect results.
• Work with managers and vendors to improve system configuration and utilization.
• Continually look for opportunities to eliminate unnecessary manual work.
• Test new processes and measure whether they actually improve results before making them standard practice.

Continuous Improvement

• Regularly review dispatch, scheduling, debriefing, and customer communication processes.
• Identify bottlenecks, repetitive tasks, and opportunities for automation.
• Develop and implement improvements to service workflows.
• Track the results of process changes and adjust when necessary.
• Help create standardized processes that allow Midwest to operate more efficiently as the company grows.
• Serve as the internal point person for improving the tools and technology used within Service Operations.

Key Measures of Success

Success in this role should ultimately be measured by improvements in areas such as:

• Technician utilization
• Proper technician-to-job matching
• Service capacity utilization
• Customer communication
• On-time arrival performance
• Technician productivity
• Lead and opportunity generation
• Debrief compliance
• Customer satisfaction
• Reduction in manual dispatching and administrative work
• Utilization and effectiveness of ServiceTitan Pro products and other technology
• Continued improvement of Service operational processes

What We Are Looking For

The right person for this position should:

• Be highly organized and comfortable managing a constantly changing service board.
• Be able to make decisions quickly without losing attention to detail.
• Understand both the technician and customer side of the service experience.
• Be comfortable holding people accountable.
• Be naturally curious about technology and automation.
• Enjoy figuring out how systems work and how they can work better.
• Be willing to challenge existing processes when there is a better way.
• Be able to learn new software quickly.
• Think beyond today's workload and continually look for ways to improve how Midwest operates.

Overall Purpose of the Role

This position owns the connection between people, process, and technology within Service Operations.

The expectation is not simply to keep the dispatch board moving. The expectation is to continually improve how Midwest schedules, dispatches, communicates with customers, debriefs technicians, and utilizes technology so that our service operation becomes more efficient, more consistent, and easier to scale.