Job Title

HVAC Lead Dispatcher On-site | Concord, ON | Full-TimeAt Maple Air, we dont just schedule service callswe simplify comfort, bring teams together, and move with intention. Were looking for a Lead Dispatcher to help us raise the bar on efficiency, communication, and customer satisfaction across our service department.If you love coordinating people, processes, and systemsand thrive in fast-paced environmentsthis is your opportunity to lead with impact.About the RoleThe Lead Dispatcher plays a key role in connecting our customers, technicians, and internal teams. Youll be responsible for managing the daily flow of service jobs, ensuring everything runs smoothlyfrom booking and dispatching to follow-ups and reporting.Youll lead communication between departments, oversee the Maintenance & Protection Plan service delivery, and play a vital part in identifying opportunities for growth and operational improvement.What Youll DoService Coordination & DispatchingSchedule and dispatch service calls in coordination with technical supervisors and the service teamConfirm all appointments 24 hours in advance to reduce no-showsEnsure emergency calls are dispatched within 60 minutesTrack all communication and actions in the CRM to support team-wide visibility and accountabilityDispatch technicians efficiently to ensure optimal daily productivityCustomer Experience & Follow-ThroughEnsure 98% of follow-ups are completed within 24 hoursOversee Maple Care service calls, ensuring quality and consistency for maintenance plan clientsSupport customer satisfaction efforts, including review tracking and feedback collectionTeam Support & LeadershipAct as the central communication hub for the technical teamProvide coaching and guidance to field staff to promote service excellenceCollaborate with sales and service to identify referral opportunities from the fieldInventory, Vendor & Operational OversightMaintain up-to-date inventory of parts, tools, and equipment in the warehouse and on service vehiclesCoordinate with vendors and negotiate service agreements aligned with Maple Air standardsEnsure all tools and equipment are functional and ready to support daily service needsConduct regular job ticket and service report audits to ensure accuracy and prevent miscommunicationReporting & KPI AccountabilityEnsure 99% of technician service reports (including job site photos) are submitted accurately within 12 hoursAim for error-free job tickets and timely updates in the CRMMonitor key dispatch and customer service KPIs to drive daily execution and identify areas for improvementWhat Were Looking ForMinimum 2 years of dispatching experience, ideally in a fast-paced service environmentStrong asset: HVAC industry experienceknowledge of systems, terminology, and technician workflows will set you up for successExcellent communication and multitasking skills to keep operations smooth and responsiveHighly organized with sharp attention to detailyou keep things from slipping through the cracksTech-savvy, with experience using CRM platforms and scheduling toolsLeadership or supervisory experience is a strong plusScheduleMonday to Friday (8:30 AM 5:30 PM)Saturdays (9:00 AM 2:00 PM, rotating or seasonal)Hours may vary depending on seasonal demand and coordination needs.Join a team where precision meets purpose.At Maple Air, we simplify heating and coolingand were building a service experience that reflects that. If youre ready to take ownership of dispatch with speed, care, and claritywed love to meet you.Apply now or reach out directly to learn more.