Dispatch Coordinator

Dispatch CoordinatorThe 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 ObjectivesOptimize technician productivity, efficiency, and shop throughput through effective dispatchingOwn accurate, prioritized scheduling and real-time workflow adjustmentsReduce Repair Event Cycle Time (RECT) and technician downtimeEnsure clear communication across technicians, service advisors, and managementSupport a consistent, high-quality customer experience through reliable executionCore ResponsibilitiesDispatch & Workflow Management Assign repair orders (ROs) to technicians based on skill level, availability, and job priorityMaintain and enforce a clear priority system across customer pay, warranty, internal, and urgent workMonitor job progress throughout the day and rebalance workloads as neededAdjust assignments proactively to address delays, parts issues, or schedule changesReview repair orders for clarity, accuracy, and readiness prior to dispatchCommunicate expectations clearly to technicians and service advisorsShop Coordination & Support Partner closely with the Service Manager to align daily priorities and staffing needsSupport technicians by ensuring work is staged, ready, and properly sequencedIdentify workflow bottlenecks and escalate operational issues when neededMaintain awareness of individual technician strengths, limitations, and productivity trendsAssign repair orders (ROs) based on technician skill set, availability, and job priorityMonitor job progress and adjust assignments to minimize downtime or delaysMaintain an effective priority system balancing urgent, warranty, and routine workReview repair orders for clarity and accuracy prior to assignmentCommunicate expectations clearly with technicians and service advisorsProductivity, Metrics & Performance Tracking Track technician productivity, efficiency, utilization, and RECT on a daily basisMaintain accurate dispatching records and performance dataReport daily and weekly performance results to the Service ManagerIdentify trends impacting throughput or cycle time and recommend adjustmentsUse data to support coaching conversations and operational improvementsCustomer Experience & Communication Partner with service advisors to provide accurate timelines and job updatesEscalate service delays or customer-impacting issues as neededSupport high NPS and customer satisfaction through proactive coordinationStep in to manage customer experience issues when necessaryOperational Awareness Support shop performance goals by aligning dispatch decisions with labor efficiency targetsUnderstand how dispatching impacts revenue, labor hours, and customer satisfactionCommunicate capacity constraints and performance risks to leadership proactivelyWhat We're Looking ForStrong dispatching, scheduling, and prioritization skillsAbility to make quick, confident decisions in a fast-paced environmentExceptional organizational and time-management abilitiesClear and direct communication styleStrong problem-solving skills with a process-driven mindsetAbility to manage competing priorities without losing accuracy or urgencyExperience & QualificationsDemonstrated experience in dispatching, scheduling, or service workflow coordinationExperience working directly with technicians in a service or repair environmentFamiliarity with technician productivity, efficiency, and cycle time metricsProficiency with dispatching, scheduling, or service management softwareAbility to work Saturdays as neededRV or automotive service experience is a plus but not requiredAbility to pass a background check and drug testExpected ResultsTechnicians consistently dispatched to the right work at the right timeReduced technician downtime and improved shop utilizationImproved Repair Event Cycle Time (RECT)Clean, accurate, and prioritized dispatch boardFewer delays caused by RO errors or misaligned prioritiesStrong communication flow across the service departmentConsistently positive customer experience tied to timely service deliveryWho 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.PerksComprehensive benefits package including medical, vision, dental, and other supplemental coverages401KEmployee discountsCompany-paid life insuranceGym membership reimbursementOpportunities for advancementRV Borrowing ProgramIncredible Team CultureWe 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.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.