Maintenance Dispatcher

Maintenance Dispatcher - Facilities and Refrigeration

The Maintenance Dispatcher provides frontline communication and coordination for Houchens Food Group store maintenance needs. This position receives calls, emails, and text messages from store operators regarding facilities maintenance and refrigeration issues, creates accurate maintenance requests, dispatches each request to the appropriate technician or vendor, and follows up to support timely completion and clear communication. This role also supports invoice processing and coding and technician hours reporting.

Any other team related tasks as assigned by supervisor.

Our Mission

Proudly empowering employee-owners, serving customers, and supporting communities!

Our 5 Rules

• Do Your Job
• Be Kind
• No Surprises
• No Drama
• Protect The Brand

Our Values

• Listening and reacting to customers
• Fair and Honest dealings with all.
• Operating profitably to enhance our future.
• Innovation and action without fear of failure
• Open communication with all employee-owners

Key Responsibilities Essential Duties & Responsibilities

• Maintenance Request Intake
• Receive calls, emails, and text messages from store operators regarding facility, equipment, and refrigeration issues.
• Ask questions to document the store number/location, contact person, asset or equipment, symptoms, urgency, photos, and safety or food quality concerns.
• Provide courteous, professional communication and timely status updates to store operators, technicians, vendors, and maintenance leadership.
• Work Order Creation and Documentation
• Create accurate maintenance requests/work orders in Tango or the designated facility management software.
• Classify requests by trade and priority, including refrigeration, HVAC, plumbing, electrical, building repairs, doors, lighting, case/cooler/freezer issues, and general facility's needs.
• Attach supporting notes, photos, asset details, warranty information, vendor details, and store communications when available.
• Dispatching and Technician Coordination
• Dispatch requests to the appropriate technician or vendor based on issue type, priority, service area, availability, and company procedures.
• Communicate urgent refrigeration, food safety, safety hazard, leak, or business interruption issues immediately to the proper technician and supervisor.
• Monitor open requests and follow up on technician response, progress, and completion notes.
• Other Tasks as Assigned