Position Summary
The Dispatch Manager at Marmic Fire & Safety is responsible for overseeing all scheduling and dispatch related activities for a team of Dispatchers within a specific geography. The role includes implementation and oversight of operational best practices and Standard Operating Procedures relating to appointment creation and job scheduling. The Dispatch Manager will be expected to provide coaching and feedback to their team based on performance KPI's and develop action plans as needed. Additionally, they will interact directly with external customers as well as internal customer support teams to resolve issues related to scheduling and job completion.
Core Responsibilities
- Supervisory Responsibilities:
- Lead and manage the Dispatch team, providing guidance, training, and support to ensure high performance.
- Oversee the development and implementation of operational policies and procedures to enhance both Dispatcher and Technician productivity.
- Foster a team environment that values expertise, collaboration, and continuous improvement.
- Up to 50% local travel may be required to oversee operations within a geographical hub.
- Scheduling Management:
- Ensure that Dispatchers are providing Technicians with full schedules, and leveraging routing optimization tools provided.
- Deliver to customer expectations with regards to timeliness of communication as well as Technician site visits.
- Assist Dispatchers with reconciling scheduling conflicts and minimizing missed appointments through load balancing, customer interaction, etc.
- Manage technician profiles, skills, territories within scheduling and dispatch toolset.
- 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.
- Ensure that Dispatchers are following Marmic Standard Operating Procedures regarding the creation, scheduling, and dispatching of Service work.
- Reporting and Analysis:
- Review KPI's throughout the monthly cycle and educate Dispatchers how to improve performance towards targets.
- Perform deep dives into areas of underperformance and work with Dispatchers and Service Managers to deliver better actuals for metrics such as On Time Completion, Technician Utilization, and Jobs/Assets Worked per day per Tech.
The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Minimum Qualifications
- 5+ years of experience in a scheduling/routing function or related operational role.
- Proven expertise leading a team including activities related to hiring, coaching and development, performance reviews, etc.
- Strong communication skills with demonstrated success working across teams in a matrixed organization.
- Ability 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.
Preferred Qualifications
- 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
- Bachelors degree preferred.
Benefits & Perks
Beyond competitive pay, you can receive other great perks. We offer the following featured benefits for full-time employees:
- Paid Weekly.
- Tele-Health services if Healthcare coverage is elected.
- 401K plan with up to a 4% company match.
- Vision, Life, Dental, Accidental, Long-Term and Short-Term Disability.
- Accrual of up to 13 days of Paid Time Off (PTO) in your first year.
- 7 Paid Holidays.
Equal Opportunity Employer
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Who We Are
Marmic Fire & Safety Company (MFS) is the successful expansion of Joplin Fire Protection (JFP) which began in 1951 with Charles and Mary Lou Teeter.
After decades of practicing customer-centric service JFP added territories in Oklahoma, Kansas, and Arkansas with a second generation of the Teeter Family at the helm. During their tenure, Mickey and Martha Teeter formed a second company called Marmic to cover those areas outside of Joplin, MO Metro. Today, the third generation is charging ahead with Marmic's growing prominence in the Midwest and, indeed, the nation. In its core services of fire extinguisher, sprinkler, fire alarm, industrial fire suppression, and kitchen system fire suppression, MFS competes with the top fire protection companies in the country.
Few, if any, other companies are as holistic in terms of safety. By installing and servicing security and access control systems it demonstrates a well-rounded concern for the protection of life and property. Additionally, selling personal protection equipment such as hard hats, safety glasses, gloves, reflective vests, and more establishes MFS as a complete, one-stop shop for home and workplace safety equipment. This depth of services illustrates the importance the company places on customer safety no matter where they are or what they are doing.
