Position Overview

We are seeking an additional Maintenance Dispatcher to manage and coordinate repair activity across 27 quick-service restaurants. This role is the central command for all maintenance requests, technician dispatch, prioritization, and escalation.

This is not a call-center or customer service role. This is an operations control role requiring strong judgment, organization, and follow-through.

If you enjoy running a fast-paced desk, managing technicians, creating and enforcing processes, and keeping systems organized — this role is for you.

What You Will Be Responsible For

Ticket Intake & Triage

Monitor all incoming maintenance requests (email, CMMS, portal)
Ensure every ticket includes:
- Store location
- Asset/equipment
- Issue description
- Priority level
Reject or correct incomplete or duplicate requests

Dispatch & Scheduling

Assign tickets to the correct technician based on:
- Trade (HVAC, hot-side, coffee, building)
- Location / quadrant
- Current workload
Reassign stalled tickets
Coordinate vendor service when internal technicians are unavailable

Priority Management

Apply priority levels consistently (store-down vs non-urgent)
Monitor response and completion timelines
Escalate overdue or critical issues promptly

After-Hours Escalation (Rotational)

Participate in an on-call rotation for critical store-down emergencies only
Escalate to on-call technicians when required
Document all after-hours actions in the system

Quality Control & Closure

Review completed tickets for:
- Clear technician notes
- Photos where required
- Proper asset tagging
Close tickets or reopen if work is incomplete
Identify repeat failures and flag them to management

Communication

Serve as the single point of contact between:
- Store managers
- Technicians
- Operations leadership
Enforce “no calls / no texts” policy — all work goes through the system

Reporting & Improvement

Track trends (repeat failures, problem stores, SLA misses)
Create and enforce Preventive Maintenance (PM) planning
Provide weekly summaries to Operations

What You Are NOT Responsible For

Performing repairs
Diagnosing complex mechanical issues
Ordering parts independently
Managing technician payroll

Required Qualifications

2+ years experience in dispatch, operations coordination, facilities, maintenance, or logistics
Comfortable managing multiple technicians and locations simultaneously
Strong computer skills (ticketing systems, scheduling tools, email)
Excellent written communication
Calm under pressure; able to prioritize quickly
Highly organized and detail-oriented

Experience with CMMS, facilities dispatch, or maintenance ticketing systems is strongly preferred.

Preferred Backgrounds

Candidates with experience in:

Facilities management
Maintenance dispatch
Construction coordination
Logistics or fleet dispatch
Hotel, restaurant, or retail operations

Key Traits We Look For

Takes ownership
Enforces process
Doesn’t get flustered
Comfortable saying “no” when rules aren’t followed
Thinks in priorities, not emotions
Can think strategically and plan for the long term

Why This Role Matters

This position directly impacts:

Store uptime
Food safety
Sales continuity
Technician efficiency
Maintenance costs

A strong dispatcher makes the entire maintenance operation run better.

Repairs & Maintenance Dispatcher