The Dispatch Team Lead provides guidance, instruction, coaching, and training to members of the Dispatch Team to support individual, departmental, and company goals. In addition to performing regular dispatch responsibilities, this position helps coordinate daily workflow, supports process improvements, promotes service excellence, and serves as the first point of contact when Service Management is unavailable.
Key Responsibilities:
Monitor and coordinate the daily workflow of Field Service Technicians.
Communicate professionally with technicians to schedule service calls, preventive maintenance, installations, and other assignments.
Respond to service requests, answer questions, and provide basic troubleshooting assistance for operational issues.
Communicate professionally with customers and provide guidance to other dispatchers regarding effective customer communication.
Schedule service calls and preventive maintenance based on priority, technician location, and the Melitta Preventive Maintenance Program.
Guide and instruct other dispatchers on scheduling procedures and best practices.
Monitor service processes to ensure service orders are properly managed using the designated ERP and service management systems.
Handle telephone calls professionally and efficiently while coaching other dispatchers on effective telephone and communication practices.
Maintain product knowledge and establish appropriate guidelines for customer troubleshooting.
Train and support dispatchers in the use of effective troubleshooting techniques.
Monitor the dispatch board to ensure service calls and preventive maintenance assignments are scheduled and completed.
Assist other dispatchers with monitoring and managing their dispatch boards to ensure effective customer service.
Support the Service Management with service-related projects as requested.
Assist dispatchers with arranging technician travel to support service needs in other geographic areas.
Collaborate with other departments to ensure customer issues are reported and addressed accurately and promptly.
Assist the Service Management with communicating departmental goals, priorities, and deadlines to team members.
Assist with balancing workloads and delegating assignments among Dispatch Team members.
Support the implementation of process improvements that promote productivity, accuracy, and efficiency.
Train new employees on departmental processes, procedures, systems, and service expectations.
Train new and existing Dispatch Team members on process updates and improvements.
Serve as the first point of contact for the Dispatch Team when management is unavailable.
Create and maintain process documentation in support of the Service Management and Dispatch Team.
Promote a professional, collaborative, respectful, and productive work environment.
Perform other related duties and assignments as required by management.
Knowledge, Skills & Abilities:
Strong sense of integrity and commitment when working with internal and external customers.
Demonstrated commitment to service excellence and treating customers and coworkers with professionalism and respect.
Excellent verbal and written communication skills.
Strong organizational and time-management skills with the ability to manage multiple priorities.
Ability to coach, mentor, guide, and support others in a team environment.
Ability to train and instruct employees, evaluate their progress, and adapt training methods to individual needs.
Ability to independently plan and complete assignments from concept through completion.
Effective negotiation skills with the ability to balance assertiveness and customer advocacy.
Ability to promote teamwork and create a positive and motivating work environment.
Ability to lead with professionalism and empathy.
Excellent problem-solving skills and the ability to develop creative solutions when necessary.
Ability to perform effectively under pressure in a fast-paced environment.
Ability to work a flexible schedule, including occasional overtime and rotating weekends.
Proficiency in Microsoft Word, Excel, Outlook, and other business applications.
Working knowledge of ERP and service management systems.
Education and Experience:
High school diploma or equivalent required.
Previous dispatching experience or experience in a similar service-related position required.
Previous customer service or customer relations experience required.
Experience supporting, coaching, training, or guiding team members preferred.
Experience working with ERP and service management systems preferred.
Leadership Responsibilities:
This position does not have direct supervisory responsibilities. However, the Dispatch Team Lead provides day-to-day guidance, training, coaching, and workflow support to members of the Dispatch Team. The position may also assist the Dispatch Manager with workload coordination and task delegation.
Physical Requirements And Working Conditions:
Ability to occasionally lift and carry up to 50 pounds.
Ability to walk, climb, bend, and crouch as required.
Visual acuity sufficient to perform inspections and complete computer-based work.
Hearing ability sufficient to communicate effectively and assist with troubleshooting.
Ability to work in elevated areas when required.
Other DutiesThis job description is not intended to be an all-inclusive list of duties, responsibilities, or qualifications. The employee may be required to perform other related duties as necessary to meet the ongoing needs of the organization.
