Dispatch Coordinator

Job Description

Job Description

The Dispatch Coordinator is responsible for owning the day-to-day dispatching, scheduling, and workflow coordination of the service department. This role is highly hands-on and dispatch-forward, with a primary focus on assigning repair orders, managing technician capacity, reducing downtime, and ensuring jobs move through the shop efficiently and accurately. While this role partners closely with the Service Manager and Operations leadership, its core accountability is real-time execution: keeping the board clean, technicians productive, priorities clear, and communication flowing. This role is critical to shop throughput, technician efficiency, and customer satisfaction.

Key Objectives

• Optimize technician productivity, efficiency, and shop throughput through effective dispatching
• Own accurate, prioritized scheduling and real-time workflow adjustments
• Reduce Repair Event Cycle Time (RECT) and technician downtime
• Ensure clear communication across technicians, service advisors, and management
• Support a consistent, high-quality customer experience through reliable execution

Core Responsibilities

• Dispatch & Workflow Management
  • Assign repair orders (ROs) to technicians based on skill level, availability, and job priority
  • Maintain and enforce a clear priority system across customer pay, warranty, internal, and urgent work
  • Monitor job progress throughout the day and rebalance workloads as needed
  • Adjust assignments proactively to address delays, parts issues, or schedule changes
  • Review repair orders for clarity, accuracy, and readiness prior to dispatch
  • Communicate expectations clearly to technicians and service advisors
• Shop Coordination & Support
  • Partner closely with the Service Manager to align daily priorities and staffing needs
  • Support technicians by ensuring work is staged, ready, and properly sequenced
  • Identify workflow bottlenecks and escalate operational issues when needed
  • Maintain awareness of individual technician strengths, limitations, and productivity trends
  • Assign repair orders (ROs) based on technician skill set, availability, and job priority
  • Monitor job progress and adjust assignments to minimize downtime or delays
  • Maintain an effective priority system balancing urgent, warranty, and routine work
  • Review repair orders for clarity and accuracy prior to assignment
  • Communicate expectations clearly with technicians and service advisors
• Productivity, Metrics & Performance Tracking
  • Track technician productivity, efficiency, utilization, and RECT on a daily basis
  • Maintain accurate dispatching records and performance data
  • Report daily and weekly performance results to the Service Manager
  • Identify trends impacting throughput or cycle time and recommend adjustments
  • Use data to support coaching conversations and operational improvements
• Customer Experience & Communication
  • Partner with service advisors to provide accurate timelines and job updates
  • Escalate service delays or customer-impacting issues as needed
  • Support high NPS and customer satisfaction through proactive coordination
  • Step in to manage customer experience issues when necessary
• Operational Awareness
  • Support shop performance goals by aligning dispatch decisions with labor efficiency targets
  • Understand how dispatching impacts revenue, labor hours, and customer satisfaction
  • Communicate capacity constraints and performance risks to leadership proactively

What we're looking for

• Strong dispatching, scheduling, and prioritization skills
• Ability to make quick, confident decisions in a fast-paced environment
• Exceptional organizational and time-management abilities
• Clear and direct communication style
• Strong problem-solving skills with a process-driven mindset
• Ability to manage competing priorities without losing accuracy or urgency

Experience & Qualifications

• Demonstrated experience in dispatching, scheduling, or service workflow coordination
• Experience working directly with technicians in a service or repair environment
• Familiarity with technician productivity, efficiency, and cycle time metrics
• Proficiency with dispatching, scheduling, or service management software
• Ability to work Saturdays as needed
• RV or automotive service experience is a plus but not required
• Ability to pass a background check and drug test

Expected Results

• Technicians consistently dispatched to the right work at the right time
• Reduced technician downtime and improved shop utilization
• Improved Repair Event Cycle Time (RECT)
• Clean, accurate, and prioritized dispatch board
• Fewer delays caused by RO errors or misaligned priorities
• Strong communication flow across the service department
• Consistently positive customer experience tied to timely service delivery

Who we are:

Bish’s RV is one of the largest family-owned RV dealers in the country. We are dedicated to providing quality products and services that exceed the expectations of our customers and creating an atmosphere where our customers can enjoy a positive experience as friends of our family business. 

Our company is currently experiencing record growth with more expansion on the way. The opportunities to grow within our organization are outstanding and our dedication to each employee’s success is unparalleled. 

We are looking for top performers who set high expectations for themselves and are willing to put in the time and effort to achieve them. We are a goal-driven company with a high-performance culture and believe in setting ourselves apart by being “Different with a Purpose.” Our culture is built upon the foundation of our core values: We are Genuine, Fun, and Driven by Results. 

Perks

• Comprehensive benefits package including medical, vision, dental, and other supplemental coverages 
• 401K matching
• Employee discounts 
• Company-paid life insurance 
• Gym membership reimbursement 
• Opportunities for advancement  
• RV Borrowing Program 
• Incredible Team Culture 

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Bish’s RV honors our military service members, veterans, and their family members by being a military friendly workplace. Many of the positions within our organization are transferable from previous military occupations.