Dispatch Manager

Position Summary

TEI Group is seeking an experienced and highly organized Dispatch Manager to coordinate and oversee the daily deployment of field personnel supporting elevator maintenance.

The Dispatch Manager is a critical link between TEI Group's field workforce, superintendents, customers, and internal departments. The Dispatch Manager is responsible for coordinating and managing the flow of service calls, personnel, and resources to ensure efficient operations and timely service delivery in all areas.

The successful candidate will thrive in a fast-paced elevator maintenance environment, have exceptional communication and organizational skills, and be comfortable making real-time decisions when project priorities, staffing requirements, or field conditions change.

Essential Responsibilities

• Manage the daily dispatch and scheduling of elevator mechanics, helpers, and other field personnel.
• Assign personnel based on qualifications, experience, project requirements, location, availability, and operational priorities.
• Monitor daily attendance, call-outs, vacations, absences, overtime, and staffing requirements.
• Make real-time adjustments to field assignments to address staffing changes, project delays, emergencies, and changing priorities.
• Maintain accurate and up-to-date dispatch schedules and field assignment records.
• Ensure field personnel receive the information necessary to report to the correct jobsite and perform their assigned work.
• Communicate schedule changes, project updates, and operational issues promptly to field personnel and management.
• Coordinate emergency and priority assignments while minimizing disruption to scheduled activities.
• Maintain strong working relationships with field employees and promote accountability, professionalism, and effective communication.
• Ensure dispatch practices support TEI Group's safety policies, quality standards, and operational procedures.
• Identify opportunities to improve dispatch procedures, workforce utilization, communication, and operational efficiency.
• Manage, coach, and provide day-to-day leadership to direct reports, to ensure consistent performance, accountability, professionalism, and adherence to TEI Group policies and procedures.
• Establish clear performance expectations for direct reports and provide ongoing feedback, guidance, and support to promote individual development and operational effectiveness.
• Monitor the performance of Dispatchers, address performance concerns in a timely and appropriate manner, and work with the Service Manager and Human Resources, as applicable, on performance improvement matters.
• Conduct and participate in annual performance review discussions with direct reports, providing constructive feedback, recognizing accomplishments, identifying development opportunities, and establishing performance goals for the coming year.
• Perform additional duties and responsibilities as assigned by management.

Qualifications

• 35+ years of experience in dispatch, construction operations, field coordination, workforce scheduling, or a related position.
• Elevator industry experience strongly preferred.
• Demonstrated history of effectively managing people.
• Strong understanding of elevator maintenance and project scheduling.
• Exceptional organizational and time-management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple projects, priorities, and personnel assignments simultaneously.
• Ability to remain calm and make sound decisions in a fast-paced environment.
• Strong attention to detail and follow-through.
• Proficiency with Microsoft Office, particularly Outlook and Excel.

Performance Expectations

Success in this position will be measured by the Dispatch Manager's ability to:

• Maximize utilization of available field personnel.
• Minimize unnecessary downtime and scheduling conflicts.
• Respond quickly and effectively to field and customer needs.
• Maintain accurate manpower, attendance, and dispatch records.
• Establish clear communication between TEI Group's office and field operations.
• Support a safe, professional, and productive work environment.
• Continuously improve dispatch and workforce-coordination processes.
• Effectively lead, develop, and hold Dispatchers and other direct reports accountable for their performance and responsibilities.
• Provide regular, constructive feedback and address performance issues promptly and professionally.
• Conduct meaningful annual performance review discussions that recognize achievements, identify areas for improvement, and establish clear goals and expectations.
• Build a high-performing dispatch team that demonstrates strong communication, responsiveness, accountability, and customer service.
• Develop and maintain positive, professional relationships with direct reports, field employees, peers, customers, and management.

Equal Opportunity Employer

TEI Group is an equal opportunity employer. We are committed to providing a professional workplace where employment decisions are based on qualifications, experience, performance, and business needs in accordance with applicable federal, state, and local laws.