Lead Dispatcher

Lead Dispatcher

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 an experienced Lead Dispatcher for its New York City (NYC) location.

Reporting to the Director, Service, the Lead Dispatcher will manage and lead a team of dispatchers to ensure the 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 customers and field personnel. The Lead Dispatcher plays a critical role in optimizing service delivery and customer satisfaction through effective dispatch operations.

Responsibilities:

• Lead a team of dispatchers, providing guidance and support in dispatch operations.
• Oversee the scheduling and distribution of service technicians and mechanics to service calls, ensuring efficient use of resources and timely response to customer needs.
• Monitor and prioritize service requests based on urgency, technician availability, and customer requirements.
• Coordinate with field personnel to provide necessary job details, including specific job requirements.
• Maintain clear and constant communication with customers and internal teams to provide updates on service requests and technician availability.
• Utilize dispatching software and systems to track service calls, technician locations, and job status.
• Resolve scheduling conflicts and adapt to changing priorities to ensure smooth service delivery.
• Provide regular performance feedback and training to dispatch team members to enhance their skills and productivity.
• Collaborate with other departments to optimize dispatch processes and improve overall service efficiency.
• Performs other duties as assigned.

Work Environment & Hazards:

• The work environment for a Lead Dispatcher at an elevator company is primarily office-based, and the employee spends prolonged periods using computers and communicating with others via phone.

Special Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Work Contact Group:

• The Lead Dispatcher will primarily interact with a wide range of individuals, including dispatch team members, service technicians, office staff, and customers.
• Effective communication and collaboration with these groups are essential for successful dispatch operations and customer service.

Qualifications

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

We proudly offer a comprehensive benefits package to support our team's health, well-being, and professional growth. Benefits include a competitive salary, 90% employer-covered health insurance, dental, and vision insurance, alongside various employer-sponsored benefits. Highly competitive 401(k) safe harbor match is 100% vested upon plan entry, generous paid time off, flexible work arrangements, professional development opportunities with tuition reimbursement, and more!

AEG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.

Salary : $70,000 - $85,000