Service Dispatcher

Service Dispatcher

Power Support Partners is grounded in our purpose…To be light in the darkness! We install and maintain standby generators for power outages which helps people through some of the most difficult moments of their lives.

Our vision is to be the Largest, most Empowering, and most Purposeful generator company. The only way we can achieve this vision is through focusing on the “who”. Hiring is not about filling a seat - it’s about raising the bar for the entire team. The best thing we can do for our employees is to surround our employees with exceptional people.

We are a group of individuals who set out to build a team of people that sincerely believe in our values: L ove People, I mproving Always, T ogether We Win, and E xecuting with Excellence.

If you are looking to be just a number on a team, look elsewhere. We are looking for ideal team players that are humble, hungry and smart.

• Humble teammates create an environment of trust, camaraderie, and mutual respect, allowing teams to navigate challenges with grace and unity.
• A hungry team player embodies a relentless drive and ambition to achieve excellence.
• Being smart is not about one’s intellectual capacity. Instead, smart team players have good common sense about people. They ask good questions, listen to what others are saying and stay engaged in conversations.

The Service Dispatcher is the operational heartbeat of our service department. This role ensures technicians are deployed efficiently, customers are kept informed, and no task falls through the cracks. Dispatchers balance urgency, communication, and precision while supporting both the field team and our customers throughout the day.

Top 5 Key Responsibilities

1. Dispatch and Routing Excellence
   Dispatch technicians to job sites based on skillset, availability, and priority.
   Optimize daily technician routes to maximize efficiency and fill rates.
   
   
2. Operational Command and Task Management
   Manage the ServiceTitan console, ensuring all tasks are completed, assigned, and actioned appropriately.
   Monitor tickets to ensure timely resolution and follow through.
   
   
3. Technician Communication and Support
   Serve as the primary point of contact for technicians throughout the day.
   Ensure technicians have all necessary job details, updates, and schedule changes.
   
   
4. Customer Communication and Schedule Management
   Proactively communicate delays and updates to customers.
   Contact customers at 10:30 AM and 2:30 PM if their appointment has not yet been started.
   Confirm next day appointments and coordinate reschedules when needed.
   
   
5. Team Support and On Call Coverage
   Assist with inbound call overflow when needed.
   Support outbound maintenance scheduling and route planning.
   Participate in an on call rotation for emergency dispatch support.

What Success Looks Like in This Role

• Technician routes are consistently optimized for efficiency and coverage.
• Response time to CSR requests is under 5 minutes.
• All tickets are actioned within 48 hours or less.
• Zero overdue tasks are maintained consistently.
• Dispatch board achieves maximum fill rate, for example six calls per technician per day.
• Customers feel informed, respected, and cared for even when delays occur.

Top 3 Traits for the Role

• Calm Under Pressure: You can juggle multiple priorities without losing clarity or composure.
• Highly Organized: You naturally track details, deadlines, and workflows so nothing slips through unnoticed.
• Proactive Communicator: You do not wait for problems to arise. You anticipate them and communicate early.

Table Stakes

• Work Ethic: This role requires focus, urgency, and accountability. If you are looking for downtime on the clock, this is not the role for you.
• Reliability and Attendance: Dispatch is mission critical. Showing up on time and prepared is expected.
• Ownership and Integrity: Honesty, transparency, and follow through are foundational to our team culture.
• On Call Availability: Must be able to rotate on call shifts, including overnight weekday coverage and weekend emergency availability.

If you are looking for more than a job and want to play a key role in keeping the lights on for families and businesses, you have found the right place.

Join us and help raise the bar.
We cannot wait to meet you.

“The business of business is people. Yesterday, today and forever.”
Herb Kelleher