Pay Range: $55,000 – $62,000/year (based on experience and leadership capabilities)
Work Hours: Monday to Friday, 7:30 AM – 4:30 PM. Some overtime and Saturday dispatch coverage may be required.
Primary Job Function
The Service Dispatch Team Leader plays a key role in ensuring seamless service operations by backing up dispatch, overseeing scheduling accuracy, and supporting the administrative team. This role requires strong leadership and organizational skills, the ability to resolve scheduling conflicts, and accountability for data integrity within ServiceTitan. As the team lead, you will coordinate between departments to ensure technicians are dispatched efficiently, tickets are accurate and complete, and customer satisfaction remains high. You’ll also train new service administrators, monitor call volumes and ticket quality, and assist with warranty, parts, and maintenance agreement management.
Key Responsibilities
- Support daily dispatching and rescheduling of technicians
- Create and review job tickets to ensure all required info is captured accurately
- Step in during dispatcher absences (breaks, vacation, sick days)
- Monitor and delegate follow-up on parts-pending and rebooked jobs
- Ensure consistent and accurate documentation in ServiceTitan
- Assist with customer call handling and service quote preparation
- Lead and train new admin staff and promote team morale
- Maintain and update service history, warranty tracking, and maintenance agreements
- Coordinate with purchasing for parts availability and technician job prep
- Oversee monthly reporting and review for accuracy and timeliness
- Monitor on-call and Saturday dispatch rotation schedule; distribute shifts equitably
- Support cross-departmental collaboration to minimize job delays or errors
- Handle internal conflict resolution and escalate customer service concerns as needed
Required Qualifications & Attributes
- 2–3 years of experience in dispatching, service coordination, or administrative team leadership
- Strong understanding of ServiceTitan or other dispatching/field service software
- High level of organization, reliability, and accountability
- Excellent customer service and team communication skills
- Knowledge of the plumbing/HVAC industry preferred
- Strong time management and multitasking abilities
- Familiarity with scheduling logistics and technician coordination
- Positive attitude with a focus on coaching and leadership
- Ability to analyze workflow bottlenecks and propose solutions
- High school diploma or equivalent; additional post-secondary education is an asset
Performance Indicators & KPIs
- Job completion to invoicing cycle time
- Accuracy and completeness of job tickets in ServiceTitan
- Reduction in days to complete service calls
- Timeliness of warranty and rebook ticket processing
- Consistency and clarity of technician schedules
- Accuracy of maintenance agreement files and renewals
- Admin team engagement and onboarding success
