Rapid Response Team Lead

Rapid Response Operations Lead - Position Summary The Rapid Response Operations Lead is the on-the-floor leader and first escalation point for the Rapid Response Team (RRT), responsible for anchoring daily service operations through oversite of dispatch activity, meter collection accuracy, and supply coordination. This role provides real-time guidance and structure to ensure the RRT operates confidently, efficiently, and proactively, while maintaining strong alignment with Service, Logistics, and Technicians to clarify priorities, reduce reactive decision making, and strengthen the communication that drives DPI's service performance. Key Objectives Lead the RRT and provide immediate escalation support to team members. Maximize technician utilization through proactive dispatch planning and resource coordination. Ensure accurate and timely meter collection to support billing precision and contract compliance. Oversee toner/supply approvals, preventing duplicates and aligning shipments with service needs. Strengthen communication across Service, Dispatch, and Logistics to create predictable workflows. Identify operational trends and improvements to enhance response times and customer satisfaction. Core Responsibilities RRT Leadership & Dispatch Coordination Lead the daily RRT workflow, ensuring calls are assigned strategically and expectations are met. Monitor technician workload, call aging, and priority sequencing. Serve as the first point of escalation for dispatch questions, technician routing, or customer-related concerns. Partner with the Service Manager to adjust routes or resolve barriers to completion. Meter Management Oversee meter collection workflows, ensuring accuracy and on-time submission. Identify missing meters, coordinate follow-ups, and work with customers or technicians as needed. Communicate and resolve discrepancies with Accounting or Contracts. Toner & Supply Verification Approve and validate toner orders, researching duplicates and confirming eligibility. Align toner shipments with open service calls to reduce unnecessary technician trips. Coordinate needs with Logistics for supply restocking and related deliveries. Service-Logistics Alignment Review installation schedules and ensure RRT activities support broader operational plans. Operational Reporting & Proactive Support Maintain dashboards/tracking for call volume, resource utilization, meter accuracy, and toner trends. Identify workflow patterns and recommend structured improvements. Enforce SOP adherence and support consistent communication across the RRT. Candidate Profile 3-5 years in service operations, dispatch, or logistics coordination. Experience with e-automate or similar service platforms preferred. Strong analytical, communication, and multitasking abilities. Comfortable leading a fast-paced team environment with structure and accountability.

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

License/Certification:

Driver's License (Required)

Work Location:

In person