Director – Dispatch Operations

SmartCare Equipment Solutions
October 16, 2020
Fishers, IN
Job Type


USA - Indiana - Fishers

Company Overview
Smart Care is the trusted service leader in the commercial food equipment industry. Nationwide thousands of restaurants, hotels, hospitals and schools rely on Smart Care Equipment Solutions to provide preventative maintenance, service and repair of commercial refrigeration, cooking and warewashing equipment.

Position Description
The Director of Dispatch Operations is responsible for the leadership of the Dispatch function including hiring, training, coaching, and developing Dispatch representatives as they provide support for field technicians and customers. Heavy emphasis on metrics, reporting, and analyzing Service execution to improve processes, ensure proper resource allocation, maximize efficiency, and deliver overall customer satisfaction throughout the customer experience. The Director - Dispatch Operations develops and implements strategies, working closely with Field Leadership to grow our service business and ensure the Dispatch team meets their Key Performance Indicators while delivering a superior customer experience. This position requires strong leadership skills with 5 - 7 direct reports and 30 employees in the functional reporting down line.


  • Manages and supervises dispatch personnel including hiring, development, promotions, recognition and performance management.
  • Establishes process performance metrics; tracking, analyzing and reporting performance
  • Provides the technical and management direction to all Dispatch personnel
  • Communicates company goals to ensure employees understand his or her role and manages personnel to achieve business targets and goals
  • Provides service to the customer by responding appropriately to customer inquiries, questions, and problems and by proactively contacting customers to ensure continuous satisfaction
  • Maintains a clear focus on customer needs; actively searches for ways to increase customer satisfaction and delight; anticipates and responds to customer needs and problems quickly, knowledgeably, and with concern for their situation
  • Optimizes customer satisfaction by communicating and meeting customer requirements in a proactive manner
  • Makes timely and sound decisions under conditions of uncertainty that lead to substantive, meaningful progress on issues or problems to improve processes and address root causes to avoid repeat issues
  • Gathers relevant information; systematically analyzes problems; consults appropriate resources
  • Attends carefully to details; monitors performance to ensure that work is accurate and error free, acts to ensure that standards and procedures are maintained
  • Takes immediate and independent action when needed; suggests improvements; is proactive and recommends new approaches for situations in which standard approaches do not apply
  • Plans, designs and implements new initiatives to support future business needs
  • Conveys sincere interest in understanding others' needs, views, and concerns; brings disagreements and conflicts into the open and attempts to resolve them constructively; strives for win/win solutions
  • Manages relationships and alignments with other functions of the SCES Business Units
  • Develops or revises SOPs and ensures that all employees follow best practices for dispatching management and operation
  • Maintains and schedules teams as required by market conditions
  • Assists in the development of company programs and procedures for the dispatch and service functions within the Customer Care Center
  • Speaks clearly and concisely; listens attentively and actively; facilitates a constructive exchange of information with others
  • Adjusts effectively to multiple and competing demands, shifting priorities, ambiguity, and rapid change; accepts and adapts to new or alternative approaches; remains constructive and productive in stressful, unexpected, or unusual work circumstances (e.g., system issues, angry customers)
  • Ensures team availability 24/7 to receive phone calls for escalated issues as required

Basic Qualifications:

  • Bachelor's degree
  • Ten (10) years of customer call center experience in a building services or facility maintenance industry
  • Five (5) years of management experience, preferably in a service industry
  • Prior field leadership experience in building services or adjacent industry
  • Excellent communication, management, interpersonal and leadership skills
  • IFS ERP and/or equivalent experience and knowledge - 5+ years


  • Master of Business Administration degree
  • Superior communication and interpersonal skills
  • Advanced conflict resolution skills
  • Familiarity with telemarketing software system
  • Advanced skills in Microsoft applications; Excel, Power Point, Word, Outlook
  • Ability to work under pressure and meet deadlines
  • Ability to multitask across multiple mediums
  • Strong attention to detail
  • Self-sufficient and resourceful, out of the box problem solver


Smart Care Equipment Solutions is an Equal Employment Opportunity/Affirmative Action Employer. Women, minorities, veterans and individuals with disabilities, as well as all other qualified individuals, are encouraged to apply.


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