Dispatch Manager bei Kastle Systems

Position Overview

The Manager, Dispatch oversees a team of 8–9 Dispatchers, ensuring optimal field service operations and a high standard of customer service. This key leadership role is accountable for team performance, efficient service order management, continuous process improvement, and achievement of all critical operational metrics. The role is office-based and requires an active, daily presence in a regional office to provide direct supervision and support.

Key Responsibilities

Team Leadership

· Supervise, train, and develop a team of 8–9 Dispatchers; set performance expectations, conduct regular team meetings, and mentor staff to foster a productive, engaged environment.

· Evaluate performance, provide constructive feedback, and administer corrective actions when necessary.

· Recruit, onboard, and retain qualified team members.

Service Order Management

· Oversee the timely, accurate assignment and closure of all service orders, ensuring efficient allocation of field technicians.

· Monitor service order progress daily; proactively identify and resolve operational bottlenecks to ensure on-time service delivery and high customer satisfaction.

· Work closely with Dispatchers to prioritize work orders based on urgency, technician skills, and geographic considerations.

· Develop, track, and report on key performance indicators (KPIs), including order completion rate, average response time, first-contact resolution, ticket closure timeliness, and customer satisfaction.

· Set clear response-time targets for the team and monitor progress against goals.

Response Time Optimization

Process Improvement

· Review and document current dispatch workflows; identify opportunities for efficiency and accuracy enhancements.

· Recommend and implement process improvements, leveraging technology and best practices.

Quality Assurance

· Regularly audit dispatch records, service tickets, and customer communications to ensure accuracy, reliability, and compliance with company standards and regulatory guidelines.

· Establish and uphold quality procedures; facilitate training on compliance and quality requirements.

· Track dispatcher response times on all service requests; analyze causes of delays and continually implement improvements.

Stakeholder Communication

· Serve as the escalation point for complex or sensitive service issues; coordinate with field technicians, customer service, parts, sales, and management teams to resolve problems swiftly and professionally.

· Build effective working relationships with internal and external stakeholders to ensure seamless service delivery.

· Gather and provide feedback on tech performance to all I&S Managers within the company.

Office Presence

· Maintain daily presence and accessibility within a regional office.

· Provide hands-on supervision, engage with staff, and collaborate with local leadership to drive team success and alignment with organizational objectives.

HS Diploma

· Minimum 3–5 years of dispatch, logistics, or service operations experience, with at least 1–2 years in a supervisory or management capacity.

· Proven ability to lead and motivate teams; strong interpersonal and conflict-resolution skills.

· Demonstrated expertise in operational metrics, reporting, and workforce scheduling.

· Experience with dispatch, workforce management, or field service software.

· Excellent organization, communication, and problem-solving skills.

· Ability to work on-site at a regional office (this is not a remote position).