Dispatch Supervisor

Join the industry leading Smart Care Equipment Solutions team as a Dispatch Supervisor. We are seeking a reliable and highly organized and experienced Operations or Service Manager to oversee and optimize the day-to-day operations of our service-based business. The ideal candidate will be responsible for ensuring the smooth delivery of services to Customers, managing operational processes, improving efficiency, and supporting the team to achieve high levels of customer satisfaction. This role requires strong people leadership and exceptional problem-solving skills.

The Dispatch Supervisor leads a group of dispatch, customer service, and billing team members, in an assigned geography.

Key Responsibilities:

Operational Oversight:

• Manage day-to-day operations to ensure smooth and efficient service delivery.
• Oversee scheduling, resource allocation, and team coordination to meet client expectations and deadlines.
• Monitor and evaluate operational processes to identify areas for improvement and implement best practices.

Team Leadership & Development:

• Lead and motivate a team, fostering a positive work environment and strong team culture and managing to a high level of expectations
• Provide ongoing coaching and training to team members to enhance performance and productivity.
• Conduct regular performance reviews and provide constructive feedback.

Customer Satisfaction:

• Ensure that services are delivered according to company standards and client expectations.
• Handle escalated customer complaints or issues, ensuring timely resolutions and maintaining client relationships.
• Gather feedback from clients to continuously improve service offerings and operational processes.

Process Improvement & Efficiency:

• Identify and share best practices to increase operational efficiency and improve customer experience.
• Utilize technology and tools to streamline operations, track performance, and manage workflows effectively.
• Develop and enforce standard operating procedures (SOPs) to ensure consistency across service delivery.

Reporting & Analysis:

• Track key performance indicators (KPIs) and generate regular reports on operational performance.
• Analyze data to identify trends, opportunities, and areas for improvement in service delivery.
• Report to senior management on operational challenges, successes, and performance metrics.

What is in it For You:

• Utilize leadership skills to support and lead a high-performing team
• Develop your skills in leading a workforce
• Become part of a field service support management team with advancement opportunities
• Competitive salary and benefits
• Access to best-in-class resources and technology

Basic Qualifications:

• High school diploma or equivalent (Associate's or Bachelor's degree is a plus).
• Excellent verbal and written communication and interpersonal skills, with the ability to collaborate effectively with Customers and internal teams
• 3+ years' experience in dispatch, customer service and/or restaurant management

• Proven leadership and team management skills with a track record of improving operational efficiency and monitoring/assessing performance of yourself and other individuals
• Ability to maintain professionalism in a fast-paced environment.

• Proficiency in Microsoft Office / Window based environment

Preferred Qualifications:

• Previous experience with Third Party Portals like Service Channel and Corrigo
• 5+ years'; experience in operations management within a service-based business
• Proven record of meeting customer needs, quality service delivery, meeting business objectives, and the ability to lead a field service team.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.