Dispatch Manager
About The Role
LG Home Comfort is a fast-growing HVAC company headquartered in Vaughan, ON, with operations across Ontario. As we scale, we're building the operational infrastructure to match - and the Dispatch Manager is central to that.
We're focused on one thing: getting the right person to the right customer at the right time. As we grow, the team behind that promise our service coordinators and dispatchers need a leader who can keep pace and push the operation forward.
This is a hands-on role where the systems, processes, and team you build will have a direct impact on how the business grows. You'll have the autonomy to make meaningful improvements from day one.
This role is based across our Vaughan and Mississauga offices and requires regular commuting between both locations.
What You'll Own
Team Leadership
- Lead and develop a team of ~25 service coordinators, including our Mississauga office and offshore teams
- Set clear KPIs, run regular 1:1s, and build a culture of position ownership
- Own hiring, onboarding, scheduling, and retention for the coordinator team across all locations
- Build and maintain a high-performing team culture where accountability and customer outcomes are the standard
Dispatch & Scheduling
- Match jobs to technicians in real time — accounting for location, skill set, urgency, and availability
- Make fast decisions when schedules shift — reassign jobs, reroute technicians, communicate changes clearly
- Continuously optimize routing to cut drive time and maximize jobs per technician per day
- Manage capacity planning across seasons and fluctuating demand cycles
Customer Experience
- Oversee inbound call handling for service, new installations, and follow-ups
- Own the post-installation quality check call program and act on the feedback
- Handle escalations personally and turn service failures around
Cross-Functional Coordination
- Partner with the sales team to ensure clean handoffs from sale to installation
- Ensure all job paperwork (permits, financing, equipment specs, agreements) is complete before dispatch
- Work with the service manager and technician leads on capacity and skills coverage
Operational Rigor
- Report on dispatch and service KPIs to leadership weekly
- Identify and fix process gaps — missed calls, dispatch errors, repeat visits
- Own and optimize the tech stack: dispatch software, CRM, and telephony and the integrations between them
What Success Looks Like For The Service Coordinator Team
- On-time arrival rate (within booked window)
- First-time fix rate / no-callback rate
- Customer satisfaction scores on service and installation
- Average speed to answer / call abandonment rate
- Technician utilization and jobs per day
- Coordinator productivity, quality, and retention
- Installation paperwork accuracy — zero missing-doc dispatches
What You Bring
Core Requirements
- 3+ years in dispatch, field service operations, logistics coordination, or a comparable role
- Experience managing teams of 15+ people directly
- A logistics or operations mindset — you think in systems, flows, and constraints. You've moved things, coordinated people, or run real-time operations somewhere.
- Comfortable making fast decisions with incomplete information — you don't freeze, and you're honest when you're wrong.
- Strong communicator who can de-escalate a frustrated customer as easily as you can brief a team.
- Analytically sharp — at home with scheduling logic, capacity planning, and reading a dashboard to find what's broken.
Strongly Preferred
- Background in HVAC, trades, home services, last-mile delivery, fleet coordination, or any fast-moving field operations environment
- Proficiency with dispatch or field service management software
- Experience managing offshore or remote teams
- Process improvement background — Lean, Six Sigma, or just sharp pattern recognition
Why Join LG Home Comfort?
At LG Home Comfort, we believe our people are the foundation of our success. We're building a culture built on teamwork, accountability, and growth — one that recognizes and rewards hard work and a strong work ethic. If you're looking for an opportunity to lead meaningful operational initiatives and grow with a rapidly expanding company, we'd love to hear from you.
LG Home Comfort is an equal opportunity employer. Accommodations are available upon request throughout the recruitment process.
Pay: From $80,000.00 per year
Benefits:
- Dental care
- Extended health care
Work Location: In person
