Service & Dispatch Manager

Position Summary

Beacon Hill is seeking an experienced Service & Dispatch Manager to lead and restructure the Service/Dispatch function within a fast‑paced operations environment. This role owns departmental performance, workflow design, and accountability while serving as the primary bridge between the field and office teams.

The Service & Dispatch Manager will oversee coordinators, redesign workflows, improve billing cycles, and establish consistent communication and execution standards. This position works closely with the Operations Manager and is ideal for a hands‑on leader who thrives on structure, ownership, and measurable results.

Position Details

Job Type: Full-time
Work Arrangement: Onsite
Schedule: 7a - 4p
Start Date: TBD
Pay: $25 - $31

Key Responsibilities

Service & Dispatch Leadership

• Provide direct supervision to all Service Coordinators
• Set clear expectations, performance standards, and accountability measures
• Conduct regular one‑on‑ones, coaching sessions, and performance evaluations
• Address performance issues promptly and professionally
• Build a culture of responsiveness, ownership, and follow‑through

Workflow & Process Improvement

• Evaluate and redesign dispatch and service workflows to improve efficiency
• Partner with the Process Improvement Specialist to identify gaps and implement improvements
• Ensure timely job creation, updates, and closeout
• Eliminate coverage gaps and improve workload distribution

Operational Oversight

• Oversee daily dispatch operations and service scheduling
• Monitor communication between office and field teams
• Track open work orders, service response times, and billing timelines
• Improve alignment between field operations and office execution

Performance Metrics & Reporting

• Implement structured weekly reporting for the department
• Report department performance, open jobs, and backlog status to the Operations Manager
• Identify underperformance trends and implement corrective action
• Support Account Managers with visibility into service performance

Staffing & Resource Planning

• Collaborate with the Operations Manager on staffing needs and coverage planning
• Ensure department stability and sustained performance without daily intervention

Success Metrics

First 90 Days

• Establish authority and structure within the team
• Implement consistent weekly reporting
• Reduce aging open work orders
• Improve coordinator responsiveness and communication discipline
• Demonstrate independent performance management

90–180 Days

• Achieve consistent departmental workflow
• Maintain acceptable open work order aging
• Operate with reduced need for Operations Manager intervention
• Sustain accountability and performance standards

Qualifications

• 10–15+ years of professional experience preferred
• Prior experience managing teams and holding direct accountability
• Strong background in service dispatch, operations, or field coordination
• Experience in HVAC, plumbing, or commercial service environments strongly preferred
• Proven ability to redesign workflows and enforce structure
• Strong communication, leadership, and decision‑making skills
• Hands‑on, no‑task‑is‑beneath‑me leadership style
• High integrity, accountability, and commitment to operational excellence

What This Role Offers

• Ownership of a critical operational function
• Direct impact on service performance and billing efficiency
• High‑visibility leadership role partnering with Operations
• Opportunity to build and stabilize a department long‑term

If you’re ready to take ownership of service operations and lead a dispatch team with structure and accountability, apply today.