Dispatch Lead

Key Responsibilities:

Operational Oversight:

• Support day-to-day operations to ensure smooth and efficient service delivery.
• Monitor aged service requests to ensure proper next steps to complete repairs.
• Monitor and evaluate operational processes to identify areas for improvement and implement best practices.

Team Coaching & Support:

• Provide ongoing coaching and training to team members to enhance performance and productivity.
• Support markets during peak demand times and any customers who need additional oversight.

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.

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.
• Support use of standard operating procedures (SOPs) to ensure consistency across service delivery.

Reporting & Analysis:

• Monitor key performance indicators (KPIs) for areas to improve
• Report to management on operational challenges, successes, and performance metrics.

What is in it For You:

• Utilize leadership skills to coach and support a high-performing team
• Develop your skills in developing 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.