Pay Range: $55,000 – $65,000/year (based on experience and leadership capabilities)

Work Hours: Monday to Friday, 7:30 AM – 4:30 PM. Some overtime and Saturday dispatch coverage may be required.

Primary Job Function
The Service Dispatch Team Leader plays a key role in ensuring seamless service operations by backing up dispatch, overseeing scheduling accuracy, and supporting the administrative team. This role requires strong leadership and organizational skills, the ability to resolve scheduling conflicts, and accountability for data integrity within ServiceTitan. As the team lead, you will coordinate between departments to ensure technicians are dispatched efficiently, tickets are accurate and complete, and customer satisfaction remains high. You’ll also train new service administrators, monitor call volumes and ticket quality, and assist with warranty, parts, and maintenance agreement management.

Key Responsibilities

Support daily dispatching and rescheduling of technicians

Create and review job tickets to ensure all required info is captured accurately

Step in during dispatcher absences (breaks, vacation, sick days)

Monitor and delegate follow-up on parts‑pending and rebooked jobs

Ensure consistent and accurate documentation in ServiceTitan

Assist with customer call handling and service quote preparation

Lead and train new admin staff and promote team morale

Maintain and update service history, warranty tracking, and maintenance agreements





Coordinate with purchasing for parts availability and technician job prep

Oversee monthly reporting and review for accuracy and timeliness

Monitor on‑call and Saturday dispatch rotation schedule; distribute shifts equitably

Support cross‑departmental collaboration to minimize job delays or errors

Handle internal conflict resolution and expedite customer service concerns as needed

Required Qualifications & Attributes

2–3 years of experience in dispatching, service coordination, or administrative team leadership

Solid understanding of ServiceTitan or other dispatching/field service software

High level of organization, reliability, and accountability

Excellent customer service and team communication skills

Knowledge of the plumbing/HVAC industry preferred

Strong time management and multitasking abilities

Familiarity with scheduling logistics and technician coordination

Positive attitude with a focus on coaching and leadership

Ability to analyze workflow bottlenecks and propose solutions

High school diploma or equivalent; additional post‑secondary education is an asset

Performance Indicators & KPIs

Job completion to invoicing cycle time

Accuracy and completeness of job tickets in ServiceTitan

Reduction in days to complete service calls
Timeliness of warranty and rebook ticket processing

Consistency and clarity of technician schedules

Accuracy of maintenance agreement files and renewals

Admin team engagement and onboarding success

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📌 Dispatch Team Leader (British Columbia)
🏢 Reid Brothers Plumbing & Heating
📍 British Columbia