HVAC SME Account Team Lead - Dispatch Manager

Job Overview
We are seeking a dynamic and highly organized technically strong HVAC SME (Subject Matter Expert) Account Team Lead - Dispatch Manager to join our team. This pivotal role combines leadership, project management, and technical expertise to oversee HVAC service dispatch operations, ensuring efficient coordination between clients, technicians, and internal teams. As the Dispatch Manager, you will drive excellence in customer service, streamline processes, and lead a team dedicated to delivering top-tier HVAC solutions. Your proactive approach will foster a collaborative environment that promotes growth, accountability, and operational success.

Duties

• Lead and supervise the HVAC dispatch team to ensure timely and accurate scheduling of service calls and maintenance appointments
• Manage daily dispatch operations, optimizing resource allocation and workflow efficiency
• Develop and implement project management strategies to improve service delivery and operational performance
• Communicate effectively with clients, technicians, and internal stakeholders to coordinate service activities and resolve issues promptly
• Conduct analysis of dispatch data to identify trends, improve processes, and enhance customer satisfaction
• Provide leadership by mentoring team members, fostering a positive work environment, and promoting professional development
• Negotiate with vendors and clients to ensure service agreements are met while maximizing sales opportunities

Key Responsibilities:

• Receive and review work tickets for commercial electrical and HVAC installations, including temporary power and ventilation systems.
• Analyze ticket details to ensure technical completeness (e.g., equipment specifications, site access requirements, etc.).
• Proactively communicate with the client to gather missing information, ensuring the service provider has a clear "scope of work" before arriving on-site.
• Evaluate local service providers against the specific needs of the ticket, ensuring that the provider is in the appropriate geography, has the appropriate licensure, insurance, and equipment (e.g., lift access, specific diagnostic tools).
• Utilize professional judgment to balance cost, availability, and technical expertise when awarding work.
• Ask targeted, technical questions of potential technicians to verify their competency for complex installations.
• Provide basic technical guidance to stakeholders to set realistic expectations for timelines and costs.
• Verify that all selected providers meet compliance standards.
• Monitor service delivery to ensure that the work executed aligns with the initial ticket requirements.
• Maintain a database of preferred vendors based on historical performance, reliability, and technical skill.

Skills

• A minimum of 3–5 years of practical experience in the HVAC or electrical trades. Candidates should demonstrate a strong understanding of commercial wiring, refrigeration cycles, and control systems
• Strong project management skills with the ability to coordinate multiple tasks simultaneously
• Multilingual abilities are highly desirable to serve diverse customer bases effectively
• Proven leadership and supervisory experience in a fast-paced environment
• Excellent communication skills for clear articulation of expectations and feedback
• Customer service expertise with a focus on building lasting client relationships
• Analytical skills to interpret data, identify issues, and implement solutions
• Negotiation and sales skills to expand service offerings and enhance revenue streams
• Management experience demonstrating the ability to lead teams toward shared goals
• Proficiency in English; additional language skills are a plus

Join us in this exciting role where your leadership will directly impact our operational excellence! We value energetic professionals who thrive on collaboration, innovation, and delivering outstanding HVAC services.

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• 1. Are you comfortable working remotely
• 2. Tell me about your experience working in commercial electrical and HVAC environments.
• 3. What types of facilities and systems have you supported? (commercial office buildings, restaurants, retail, grocery stores, etc.)
• 4. Do you have experience sourcing and vetting vendors or technicians for installations of generators, or temporary HVAC?
• 5. What experience do you have installing or supporting commercial generator systems, including backup power, transfer switches, or emergency power systems?

Work Location: Remote