Dispatch Manager - Technician Routing

Description

You are a seasoned operations leader with a proven track record of managing customer service and/or scheduling teams  have established leadership experience, drive performance, and bring structure, accountability, and consistency to a high-volume installation coordination function. you have successfully led teams supporting remote field operations and thrive in fast-paced, service-driven environments.

Established in 1989 Kings III is a growing, dynamic company. We’re a six-time winner of DFW Top Workplaces and nationally as a USA Today Top Workplace in . We’re on a mission for change – for our communities, our customers, and our company. If you see yourself as a builder and change agent, this is the right place for you.

More than 12% of our employees have been with the company for 10+ years, and an impressive 25% have been with us 5+ years. How do we do it? Here’s what our employees say.

• Lead, coach, and develop a team of Installation Coordinators, setting a high bar for performance and accountability.
• Establish clear expectations, KPIs, and performance standards aligned with business objectives.
• Provide ongoing coaching, feedback, and performance management to drive consistency and results.
• Identify skill gaps and partner with leadership to implement targeted training and development plans.
• Foster a collaborative, results-driven team culture focused on continuous improvement.
• Oversee scheduling and coordination of installations and service work across assigned territories.
• Ensure optimal allocation of labor resources, balancing workloads, capacity, and cost efficiency.
• Monitor installation pipelines, backlogs, and service levels; proactively mitigate risks and constraints.
• Review technician schedules and territory coverage to maximize utilization and service quality.
• Step in to resolve complex scheduling challenges and escalated operational issues.
• Own forecasting and capacity planning for installation volume, labor needs, and service demand.
• Analyze daily, weekly, and monthly performance metrics to identify trends and improvement opportunities.
• Ensure accurate tracking and follow-through on all installation and service-related activities.
• Leverage data to drive operational efficiencies and continuous process improvements.
• Act as a key liaison between Installation Coordinators, Field Service Managers, technicians, Sales, Customer Experience, and customers.
• Manage customer escalations, ensuring timely and effective resolution.
• Build strong partnerships across teams to align priorities and ensure seamless execution.
• Ensure adherence to company core values, policies, procedures, and regulatory requirements.
• Drive standardization of processes, documentation, and best practices across the team.
• Maintain service level expectations, including phone coverage and responsiveness standards.

• Demonstrated success leading customer service, scheduling, or operations teams at scale, with the ability to quickly establish credibility and drive results.
• 3+ years of experience in scheduling, coordination, or operational support roles involving remote field personnel.
• 5+ years of people leadership experience, with a strong track record of coaching and performance management.
• High school diploma or equivalent.
• Experience managing teams supporting installation, service coordination, or field operations.
• Strong expertise in resource planning, workforce scheduling, and capacity management in dynamic environments.
• Proficiency with Microsoft Office and scheduling/workforce management tools.
• Experience in alarm, elevator, HVAC/mechanical, low-voltage, or emergency phone industries preferred.
• Proven ability to handle customer escalations and navigate cross-functional coordination.
• Strong leadership presence with the ability to influence and motivate teams
• Excellent organizational and prioritization skills
• Proactive problem-solver with a continuous improvement mindset
• Effective project management and ability to manage competing priorities
• Customer-focused with strong conflict resolution skills
• High attention to detail and strong follow-through
• Clear, confident communicator capable of…