Job Description

Job Description

Position Title: Dispatch Supervisor

Reports To: Service Manager

Location: Canton, MA

Position Summary

The Dispatch Supervisor is a key member of the Service Operations team, responsible for ensuring the timely and efficient deployment of FM Generator’s field service technicians. This role focuses on coordinating daily schedules, routing technicians to service calls, and planning work based on priority and technician availability. The Dispatcher plays a critical role in maintaining service reliability by aligning technician resources with customer needs, ensuring that all jobs are properly prequalified, and that the right people and materials are in the right place at the right time.

In addition to scheduling and dispatch duties, the Dispatch Supervisor also provides direct oversight and management of assigned technicians. This includes conducting performance evaluations, identifying and addressing training needs, approving timecards for payroll, and proactively managing staffing challenges such as vacations, illnesses, and turnover. The Dispatcher supports technician development and performance, ensuring field teams are well-prepared, properly skilled, and consistently aligned with company expectations and standards.

Key Responsibilities

Dispatching, Scheduling & Routing

• Dispatch field service technicians for preventative maintenance, emergency service, and repair work in alignment with customer needs and contractual obligations.
• Maintain daily technician schedules and coordinate routes to ensure efficiency, minimize travel time, and reduce downtime.
• Reassign work and update schedules in real time as priorities shift, emergencies arise, or availability changes.
• Ensure all dispatched work orders include accurate, complete, and up-to-date information to support smooth job execution.
• Track progress of dispatched jobs throughout the day and follow up to ensure timely completion.

Technician Oversight

• Acts as direct supervisor for assigned technicians
• Oversees and actively participates in Performance Evaluations of all assigned staff; identifies training opportunities and develops corrective action plans and takes disciplinary action according to established policies and approval of supervisor, when necessary
• Identifies training needs among subordinate staff and develops their skill set
• Reconciles and approves time cards for payroll
• Plans and prepares in advance for staff scheduling issues; vacations, illness, skill level(s) required, turnover, and other events

Field Work Planning & Prioritization

• Review incoming service requests and prioritize them based on urgency, service agreements, equipment criticality, and customer impact.
• Balance technician skillsets, workload, and geography to assign the right technician to each job.
• Proactively identify and resolve scheduling conflicts or resource gaps.
• Support planning for technician PTO, training, weather impacts, and emergency situations.

Qualification of Jobs & Services

• Confirm all necessary site, equipment, and job information is accurate and complete before dispatching technicians.
• Maintain accurate and detailed customer profiles in the ERP system, including equipment data, access instructions, photos, and prior service notes.
• Review each job after it is completed to ensure all required job information was recorded, preparing it as needed for our billing team.

Customer & Technician Communication

• Serve as the central communication hub between customers, field technicians, and internal departments.
• Provide technicians with clear, concise job instructions and ensure they have the parts, tools, and access needed for service completion.
• Communicate schedule updates or delays to customers in a professional and timely manner.

Administrative Support

• Enter, review, and update service calls and work orders in the ERP system.
• Monitor open dispatches and provide daily reports to the Service Manager regarding schedule status and unresolved service tickets.
• Assist with technician timecard tracking, service notes, and call summaries as needed.

Qualifications

• High school diploma or equivalent required
• Minimum 3 years of experience in dispatching, scheduling, or field service coordination role; experience in mechanical services, utilities, or power generation is highly desirable.
• Minimum 2 years in a supervisory capacity
• Proficiency in Microsoft Office and ERP or dispatching software systems.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

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