Service Operations Manager (Lead Dispatch)

Service Operations Manager (Lead Dispatch) Englewood, NJ Job Details Full-time $70,000 - $75,000 a year 19 hours ago Benefits Health insurance 401(k) Paid time off 401(k) matching Qualifications Spanish Customer communication Workflow management (operations management method) Handling customer inquiries Staff scheduling Mid-level Improving operational efficiency 3 years Dispatching Team management Decision making HVAC Escalation handling Leadership Communication skills

Full Job Description Benefits:

401(k) 401(k) matching Health insurance Paid time off Service Operations Manager (Lead Dispatch) Company Overview We are a fast-growing commercial kitchen equipment service company focused on delivering high-quality repair, maintenance, and exceptional customer service. Our team values efficiency, accountability, and professionalism, and we are building a structured, high-performing service operation to support our continued growth. We are actively building a more structured and scalable service operation, and this role is critical to that growth. Position Overview We are seeking a highly organized, proactive, and experienced Service Operations Manager (Lead Dispatch) to take full ownership of daily service operations. This is a leadership-level role , not a traditional dispatcher position. You will manage technician scheduling, oversee job flow, ensure operational efficiency, and drive accountability across the service team. You will also play a key role in ensuring proper documentation and identifying manufacturer claim opportunities. The ideal candidate is someone who can think independently, make real-time decisions, and build structure in a fast-paced service environment. Key Responsibilities Dispatch & Scheduling Ownership Own and manage the daily service schedule for a team of technicians Dispatch calls based on technician skill set, geography, and priority Adjust schedules in real time to maximize efficiency and minimize downtime Ensure full schedule utilization and effective route planning Customer Communication & Escalation Serve as the primary point of contact for customers regarding service updates Proactively communicate delays, changes, and job status Handle customer escalations professionally and efficiently Technician Support & Coordination Provide direction and support to technicians throughout the day Ensure technicians have the information and parts needed to complete jobs Promote accountability around job updates, communication, and productivity Parts & Follow-Up Management Coordinate with parts team to track orders and ensure timely job completion Schedule return visits and ensure no work is left incomplete or unaccounted for Operational Oversight Monitor daily performance and identify inefficiencies in scheduling and workflow Reduce gaps, return trips, and missed opportunities Maintain accurate and complete work order documentation Qualifications Required 3+ years of dispatching or service coordination experience in a fast-paced environment Proven ability to manage multiple priorities and make decisions under pressure Strong communication and problem-solving skills Highly organized with strong attention to detail Preferred Experience in a leadership or senior dispatcher role Experience managing a team of field technicians Familiarity with field service management software (Service Fusion, Vision, Davisware, etc.) Experience in commercial kitchen equipment, HVAC, or mechanical service industries Spanish-speaking is a plus