Dispatcher - Lead

Smart Care Equipment Solutions•Dallas, TX

About The Position

Almcoe Refrigeration Company, a Smart Care company, is looking for a Dispatch lead in the Dallas, TX, market. The Dispatch Team Lead plays a critical leadership role in supporting field operations, technician productivity, customer satisfaction, and billing accuracy. This position leads the Dispatch team, drives efficiency through analytical scheduling decisions, actively interacts with customers to resolve service issues, and ensures work orders and third-party portals are accurate, complete, and compliant. The Dispatch Team Lead directly impacts technician commute times, travel efficiency, first-time fix rate, and overall service execution. Lead, coach, and develop the Dispatch team to ensure consistent execution of dispatch standards and expectations. Provide daily direction, prioritization, and guidance to dispatchers throughout the workday. Build strong working relationships with technicians, service leadership, parts teams, billing teams, and customers. Enforce technician check-in and check-out compliance for every work order. Escalate repeated non-compliance issues to Field Service Managers or Service Managers. Serve as a point of contact for customers when service issues, delays, or concerns arise. Proactively communicate with customers regarding technician arrival times, schedule changes, and service status. Ensure customer expectations are clearly communicated to dispatchers and technicians. Review and interpret dispatch, scheduling, and performance reports to identify trends and inefficiencies. Analyze technician travel time, commute patterns, and routing data to improve daily scheduling outcomes. Ensure dispatchers are validating work orders for completeness, accuracy, and compliance before billing. Review and validate work orders against third-party portals (e.g., Corrigo, ServiceChannel, Salesforce) to ensure alignment with internal systems. Monitor and correct discrepancies related to labor, travel time, parts, refrigerant, photos, and documentation. Identify trends in rejected or disputed invoices and implement corrective actions. About Smart Care Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC. Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC. Our strong reputation and leading customer service stems from our high-quality technician base, breadth of services and quick response times. We are OEM-agnostic with the ability to service more than 10,000 types of equipment – giving you a valuable, single source provider to all your kitchen and refrigeration equipment needs. As we continue to build upon our foundation of world class technicians and national coverage, it is centered around how to better serve our broad range of customers – from grocery to restaurants, from corporate dining to hospitality, from large entertainment venues to higher education, from cold storage to convenience stores, from healthcare to casinos.

Requirements

Strong analytical skills with the ability to read, interpret, and act on operational reports
Proven ability to coach, lead, and hold teams accountable
Strong customer service and issue-resolution skills
High attention to detail with a focus on work order and billing accuracy
Proactive problem solver with a continuous improvement mindset
Excellent communication and relationship-building skills
Ability to remain calm, decisive, and effective in a fast-paced service environment
High school diploma or equivalent required.
Minimum of 2 years of dispatch, service coordination, or field operations experience in a service-based industry (HVAC, refrigeration, facilities, utilities, or similar).
Prior leadership or lead experience (formal or informal) coaching, directing, or mentoring team members.
Proficiency in Microsoft Office (Excel, Outlook, Teams) and dispatch or field service management systems.
Availability to support business hours aligned with technician operations.

Responsibilities

Lead, coach, and develop the Dispatch team to ensure consistent execution of dispatch standards and expectations.
Provide daily direction, prioritization, and guidance to dispatchers throughout the workday.
Build strong working relationships with technicians, service leadership, parts teams, billing teams, and customers.
Enforce technician check-in and check-out compliance for every work order.
Escalate repeated non-compliance issues to Field Service Managers or Service Managers.
Serve as a point of contact for customers when service issues, delays, or concerns arise.
Proactively communicate with customers regarding technician arrival times, schedule changes, and service status.
Ensure customer expectations are clearly communicated to dispatchers and technicians.
Review and interpret dispatch, scheduling, and performance reports to identify trends and inefficiencies.
Analyze technician travel time, commute patterns, and routing data to improve daily scheduling outcomes.
Ensure dispatchers are validating work orders for completeness, accuracy, and compliance before billing.
Review and validate work orders against third-party portals (e.g., Corrigo, ServiceChannel, Salesforce) to ensure alignment with internal systems.
Monitor and correct discrepancies related to labor, travel time, parts, refrigerant, photos, and documentation.
Identify trends in rejected or disputed invoices and implement corrective actions.