Lead Technical Customer Support

Position Summary

Under the direction of the Director of Maintenance Systems and Projects, the Maintenance Dispatch Supervisor provides leadership, oversight, and coordination of daily dispatch operations for a network of gas stations and related facilities. This position serves as the central point of coordination between station managers, maintenance technicians, contractors, vendors and company management.

The Maintenance Dispatcher Supervisor ensures that maintenance requests are received, prioritized, assigned, tracked, and completed in a timely and cost-effective manner while minimizing disruption to station operations.

This position requires strong organizational skills, excellent communication, sound judgment, and the ability to manage multiple urgent maintenance issues simultaneously in a fast-paced environment.

Responsibilities and Duties:

Leadership & Team Oversight

·       Supervise and coach the dispatch team to ensure accurate, efficient, and professional coordination of dispatching maintenance tickets

·       Assign daily tasks, monitor workload distribution, and provide guidance on scheduling, routing, and issue resolution

·       Conduct regular team meetings to review priorities, communicate updates, and reinforce safety and operational standards

·       Evaluate employee performance, provide feedback, and support professional growth and development

·       Promote a positive and collaborative team culture focused on accountability, service excellence, and continuous improvement

Dispatch Operations Supervision

·       Supervise the daily maintenance dispatch process for all assigned gas stations and facilities.

·       Receive, prioritize, and assign maintenance requests from station managers and field personnel.

·       Evaluate maintenance requests based on urgency, safety, operational impact, and business priority.

·       Dispatch in-house technicians or approved third-party contractors based on the nature and location of the work.

·       Monitor open work orders from initial request through completion.

·       Follow up on delayed, incomplete, or recurring maintenance issues.

·       Maintain accurate records of work orders, service calls, technician assignments, completion status, and associated costs.

·       Ensure emergency maintenance calls are escalated appropriately and handled promptly.

·       Coordinate after-hours, weekend, and emergency maintenance coverage as required.

·       Supervise maintenance dispatchers.

·       Establish daily priorities and workload assignments for the dispatch team.

·       Train dispatchers on company procedures, work-order systems, communication standards, and escalation procedures.

·       Monitor dispatcher performance, productivity, response times, and accuracy.

·       Ensure consistent communication between dispatch, technicians, station managers, and management.

·       Develop and maintain standard operating procedures for maintenance dispatch activities.

Customer Service & Communication

·       Coordinate with approved maintenance contractors and service vendors.

·       Verify contractor availability, response times, service completion, and documentation.

·       Assist management with vendor performance monitoring.

·       Obtain and communicate estimates and approvals according to company procedures.

·       Ensure contractors follow company requirements, site rules, and applicable safety procedures.

·       Escalate recurring vendor performance problems to management.

·       Help maintain an updated list of approved vendors, service areas, capabilities, and emergency contacts.

Technology & Systems Management

·       Oversee use of dispatch-related software (e.g., Ecotrak, Intranet, Verizon) to optimize scheduling and tracking

·       Train and support dispatch staff on system functionality, reporting tools, and troubleshooting

·       Generate and analyze operational reports for leadership review

Safety & Compliance

·       Promote a strong safety culture throughout the maintenance operation.

·       Ensure maintenance activities are coordinated in accordance with company safety policies and applicable laws and regulations.

·       Immediately escalate reported fuel leaks, spills, electrical hazards, fire hazards, environmental concerns, or other potentially dangerous conditions.

·       Ensure contractors and technicians follow applicable site safety requirements.

·       Support company inspection, compliance, and environmental programs as directed by management.

Education and Work Experience

·       High school diploma or GED required

·       Minimum 3-5 years of dispatch, logistics, or fuel delivery experience, with at least 2 years in a leadership or supervisory role

·       Strong understanding of fuel distribution, routing, and scheduling processes

·       Proven experience with dispatch

·       Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)