Service Dispatch Supervisor, Dental

JOB OVERVIEW:

The Service Dispatch Supervisor is responsible for supervising a team of District Service Coordinators in a fast-paced, customer-focused environment. This role manages a 12-seat call center, ensuring efficient dispatch of Equipment Service Technicians to dental offices for equipment service and repairs. This position will implement process improvements, enhance service delivery, and collaborate with cross functional teams to drive operational excellence.

Please Note: The primary work schedule is Monday - Friday, 8:30AM - 5:00PM Pacific Standard Time (PST).This position requires some flexibility to adjust to the needs of the business while maintaining primary availability during the PST business hours.

• Supervises the daily operations of the Dispatch Team, which is responsible for providing dispatching, to our customers and the field team members.
  
• Attracts, develops, and retains top talent to build a high-performing team
  
• Monitors service delivery, analyzes performance metrics, and implements process improvements to enhance efficiency and customer satisfaction
  
• Trains and mentors dispatch team members, ensuring they have the skills and tools needed for success
  
• Develops and distributes key reports on productivity and service performance
  
• Collaborates with Operations, Marketing, and Field Services to optimize dispatch operations
  
• Recommends, develops and implements processes and procedures to increase efficiency and reduce costs of dispatch operations.
  
• Addresses inquiries from field management regarding service call dispatch and Equipment Service Technician coordination
  
• Participates in special projects and performs other duties as required
  

• High school diploma required
  

• Typically a Bachelor's Degree or global equivalent in related discipline
  

• Five years of customer service experience, preferably in customer service billing and credit in a high volume call center environment required
  
• Typically two or more years of related support experience
  
• One or more years of supervisory or management experience
  
• Experience in dispatching, field service coordination, or service operations
  
  

• Highly organized with strong attention to detail and follow through
  
• Strong management skills with the ability to motivate and develop teams
  
• Excellent verbal and written communication skills and ability to resolve disputes effectively
  
• Good presentation and public speaking skills
  
• Strong decision making, analysis and problem solving skills with ability to multi-task
  
• Ability to learn applicable computer systems and other business required competencies
  
• Understanding of financial information that impacts department
  
• Ability to plan and coordinate successful projects
  
• Communicate effectively with team(s)
  

• Travel typically less than 10%
  
• Office environment
  
• No special physical demands required
  

• This position is eligible for a bonus not reflected in the posted range.
  
• Other benefits available include: Medical, Dental and Vision Coverage, 401K Plan with Company Match, PTO, Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.