Dispatcher Lead

Location: Fairfield, NJ 07004

Type: Full-Time

Reports to: Field Service Manager

About Jay-Hill Repairs

At Jay-Hill Repairs, we specialize in commercial kitchen equipment, refrigeration, and HVAC services. We’re driven by the belief that a successful service experience begins with great communication, efficient scheduling, and a relentless focus on the customer. We're on a mission to make sure every technician visit is productive and every customer interaction is exceptional.

Role Overview

We're looking for a high-performing Dispatcher to take ownership of routing and scheduling, acting as the nerve center between our customers and field technicians. You will help maximize first-time fix rates, improve technician efficiency, and contribute to a seamless customer experience. This role isn't just about moving people from point A to B — it's about strategic coordination, proactive communication, and operational excellence.

Key Responsibilities

Efficiently route and schedule service calls to ensure maximum technician productivity and customer satisfaction.

Communicate clearly and consistently with technicians and customers regarding job status, arrival times, and expectations.

Prioritize and adjust jobs based on technician skillset, job urgency, and geographic efficiency.

Partner with Customer Success Coordinators to ensure complete job information (symptoms, photos, customer contacts) is gathered before dispatch.

Monitor technician locations and workload throughout the day using GPS/dispatching software.

Track and respond to live field issues — proactively solve problems as they arise.

Document notes, updates, and exceptions in service software with clarity and precision.

Maintain and contribute to key performance indicators (KPIs), including first-time fix rate, job completion time, and scheduling accuracy.

Ideal Candidate Profile

You are:

A clear communicator who thrives in fast-paced environments.

An operational thinker who loves optimizing schedules and solving routing puzzles.

An advocate for the technician’s experience and the customer’s success.

Not afraid to make decisions but humble enough to adapt to new information.

Qualifications

3 years of experience in dispatching, scheduling, logistics coordination, or a similar role.

Strong understanding of routing logistics and technician workflows.

Experience with field service management or dispatching software (e.g., ServiceTitan, FieldEdge, or equivalent).

Excellent phone and written communication skills.

Proven track record of managing multiple priorities in real time.

Comfort with performance metrics and KPI-driven environments.

Preferred (Not Required)

Certification in logistics, supply chain, or dispatch (e.g., CLA, CLTD, CPL).

Familiarity with Lean or Six Sigma principles for process improvement.

Experience with commercial HVAC or kitchen repair environments.

Familiarity with GPS fleet tracking platforms (e.g., MyGeotab).

Why Join Jay-Hill?

Be part of a mission-driven team that’s transforming how commercial service is delivered.

Help shape the future of dispatch operations with a leadership team that welcomes innovation.

Extremely competitive compensation, 100% health insurance for employees, & other benefits.

Opportunities for growth in a high-performance culture.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• On call
• Rotating weekends
• Weekends as needed

Experience:

• Dispatching: 3 years (Required)

Ability to Commute:

• Fairfield, NJ 07004 (Required)

Work Location: In person

Salary : $55,000