Dispatcher

Position Summary

Ever feel like your brain is 50% logistics, 50% puzzle master? That’s basically the life of a great dispatcher. They connect all the moving pieces—techs, routes, timing, urgency—and somehow make it all flow. It takes sharp analytical thinking, quick decision-making, and the ability to pivot when things inevitably change (because they frequently do). This role is ideal for someone who can keep people moving in the right direction by solving complex logistical problems in real time.

Core Responsibilities

• Scheduling Management
• Ensure that Technicians are provided a full day of scheduled work according to their working hours.
• Leverage routing optimization tools provided to drive Technician productivity and reduce drive time between appointments.
• Communicate timely with customers regarding scheduling and rescheduling of appointments.
• Minimize missed appointments through load balancing and real time oversight of job completion throughout the day.
• Maximize Technician productivity by assigning additional work in real time as Technicians run ahead of schedule or additional capacity presents itself.
• Follow scheduled work through to completion including technician clock events and required paperwork.
• Process Improvement
• Continuously identify areas to reduce or eliminate rework.
• Actively participate in the process of standardizing and improving procedures and the use of existing and new toolsets as they are introduced.
• Adherence to the Marmic Standard Operating Procedures regarding the creation, scheduling, and dispatching of Service work.
• Reporting And Analysis
• Review KPI's throughout the monthly cycle and adjust personal activities to meet predetermined performance towards targets.
• Identify and report opportunities for improvements regarding Technician Productivity or Job Completions per Day.

Minimum Qualifications

• High school diploma or GED
• 2+ years of experience in scheduling, routing, customer service or similar operations role
• Excellent customer service skills to connect with customers and service technicians over the phone
• Strong communication skills with demonstrated success working across teams in a matrixed organization
• Able to manage multiple commitments and time-sensitive priorities in a fast-paced environment
• Sound judgment and exceptional problem-solving skills
• Process-oriented mindset with a focus on continuous improvement
• Able to work onsite. This is not a remote or hybrid role.

Preferred Qualifications

• Associates Degree
• Experience with Fire Industry technologies and/or regulations
• Experience working with commercial clients of varying levels
• Experience working in a standardized operation with a focus on scalability and redundancy

Benefits & Perks

• Employee Ownership Program
• Company-paid training programs and on-the-job training
• Tele-health services if healthcare coverage is elected
• 401K plan with up to a 4% company match
• Medical, Dental and Vision Insurance effective the first of the month following your start date
• Accrual of up to 13 days of Paid Time Off (PTO) in your first year
• 7 Paid Holidays annually

About the Role

We work hard to protect clients, customers, and teammates from fire hazards by installing, maintaining, and inspecting fire suppression systems. Our fire suppression systems ensure uninterrupted operations in businesses you likely visit, and our technicians take pride in their communities, prioritizing safety for all.

Qualifications

• High school diploma or GED
• 2+ years of experience in scheduling, routing, customer service or similar operations role
• Excellent customer service skills to connect with customers and service technicians over the phone
• Strong communication skills with demonstrated success working across teams in a matrixed organization
• Able to manage multiple commitments and time-sensitive priorities in a fast-paced environment
• Sound judgment and exceptional problem-solving skills
• Process-oriented mindset with a focus on continuous improvement
• Able to work onsite. This is not a remote or hybrid role.

Skills

• Sharp analytical thinking
• Quick decision-making
• Prioritization and problem-solving skills
• Customer service skills
• Communication skills
• Time management and multitasking abilities
• Ability to work in a fast-paced environment

Benefits

• Employee Ownership Program
• Company-paid training programs and on-the-job training
• Tele-health services if healthcare coverage is elected
• 401K plan with up to a 4% company match
• Medical, Dental and Vision Insurance effective the first of the month following your start date
• Accrual of up to 13 days of Paid Time Off (PTO) in your first year
• 7 Paid Holidays annually

Pay

Competitive compensation package based on experience and qualifications.

Schedule

Full-time position with flexible scheduling to accommodate the needs of the business and the technician's availability.