Plumbing Dispatch Manager

Job Description

Job Description

Description:

At TE Certified we build careers. As a trusted leader in HVAC, Plumbing, and Electrical services, we’re known for exceptional craftsmanship and customer care. But what really sets us apart is our people.

We operate with integrity , work with purpose , and always put safety first . Our culture is built on kindness , respect , and work-life balance , because we believe a happy team delivers the best results. We invest in your growth, encourage innovation, and reward hard work with long-term stability and success.

If you're passionate, skilled, and ready to grow— we want you on our team.

TE Certified is seeking a seasoned Dispatch Manager to help lead our expanding team. In this role, you'll mentor and guide dispatchers to ensure top-tier efficiency and accuracy. Your focus will be on fostering a collaborative and productive work environment.

As a Dispatch Manager, you'll oversee and coordinate daily operations to guarantee seamless service delivery. Your responsibilities will include but is not limited to managing schedules, assigning tasks, monitoring performance, and resolving issues to maintain optimal operational efficiency.

(This is an in-office position in Lawrenceville, not a remote position.)

Responsibilities:

• Receive and prioritize customer service requests for the Plumbing department.
• Ensure qualified technicians are scheduled and dispatched based on skillset, availability, and job urgency
• Communicate effectively with customers, dispatchers, technicians, and other managers ensuring clear and timely updates
• Monitor team performance and provide feedback and coaching.
• Address employee concerns and resolve conflicts.
• Maintain accurate records of all dispatched jobs and customer interactions
• Monitor technician performance and provide feedback for continuous improvement to their management
• Identify and resolve potential scheduling conflicts
• Train and mentor new dispatchers, fostering a positive and supportive team environment
• Lead by example, demonstrating strong work ethic, problem-solving skills, and a commitment to customer satisfaction
• Become a Service Titan Expert and look for ways to improve our processes through automation.
• Monday - Friday with a rotating Saturdays, must have own computer with 2 monitors for Saturdays.

Benefits & Perks!

• Company sponsored Health Insurance
• Discounts on life, dental, and vision insurance!
• 401k with up to 4% match
• Health Savings Account (plus company contributions)
• Gym reimbursement up to $36/month
• Employee discounts
• Vacation and Holiday pay
• Employee Referral Program
• Company parties and outings

• Excellent communication, interpersonal, and organizational skills
• Experience with Service Titan, or a similar type Field Service Management Software.
• Experience with HVAC Service, Install and Sales Dispatching
• Strong analytical and problem-solving skills
• Strong leadership
• Ability to prioritize multiple tasks and work effectively under pressure
• Maintain open and effective communication with dispatchers, field personnel, Management and other departments.
• Assign tasks and resources to dispatchers based on workload and priorities.
• Proven leadership experience in a fast-paced environment
• Must be a good person, ethical & of good morals
• Valid driver's license and reliable transportation

Preferred Qualifications:

• Experience in the home services industry (HVAC, Electrical, Plumbing, Pest Control, Roofing.) Plumbing Dispatch Experience is highly preferred!
• Proficient in Microsoft Office Suite
• Proven track record of exceeding customer service expectations