Lead Dispatcher

American Elevator Group • New York, NY

2d • $70,000 - $80,000 • Onsite

About The Position

Unitec is part of American Elevator Group (AEG), North America's largest independent elevator service company. AEG consists of well-established elevator service companies operating across the United States. Backed by Arcline Investment Management, AEG has a significant footprint in the elevator industry and is rapidly growing. Unitec seeks a Lead, Dispatcher for its New York City (NYC) location. The Lead Dispatcher will be responsible for managing and leading a team of dispatchers to ensure efficient and timely dispatch of service technicians and mechanics to maintenance and repair jobs. This role involves overseeing the coordination of service calls, monitoring technician availability, and maintaining clear communication with both customers and field personnel. The Lead Dispatcher plays a critical role in optimizing service delivery and customer satisfaction through effective dispatch operations.

Requirements

• Proven experience in dispatch operations, preferably in the elevator or related industry.
• Strong leadership and team management skills, with the ability to motivate and guide a team of dispatchers.
• Excellent organizational and time management abilities, with the capacity to prioritize tasks effectively in a fast-paced environment.
• Exceptional communication skills, both written and verbal, to interact with customers, field personnel, and internal teams.
• Proficiency in using dispatching software and systems to track and manage service calls.
• Ability to remain calm under pressure and make quick, sound decisions in emergency situations.

Nice To Haves

• Knowledge of elevator systems and maintenance processes is desirable but not mandatory.

Responsibilities

• Answers incoming calls and communications; determine and assign the priority level of a call.
• Coordinates response and delivery of received information to field staff.
• Dispatches and deploys staff, vehicles, and/or units based on communications received.
• Provide instructions before the arrival of the mechanic.
• Adeptly uses multi-line telephone system and other communications methods and networks.
• Translating information to the appropriate codes.
• Performing emergency dispatch and crisis intervention services for entrapments.
• Respond to a wide array of emergency and non-emergency complaints and services.
• Asking questions and determining the caller situation via interpretation, analyses, and anticipation.
• Assisting the mechanics in completed their time tickets in the system.
• Enter and update information in computer databases.
• Performs other duties as assigned.

Benefits

• competitive salary
• 90% employer covered health insurance, dental, and vision insurance, alongside various employer sponsored benefits
• Highly competitive 401(k) safe harbor match which is 100% vested upon plan entry
• generous paid time off
• flexible work arrangements
• professional development opportunities with tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees