Branch Office - Operations Support Lead

The Operations Support Lead has full accountability for the intake, processing, scheduling, routing, and completion of work orders for installation, repair, and service. He/She is responsible for effective dispatching of service professionals to customer sites to maintain equipment and service customer needs as well as the interaction between the company and the customer, responding to customer inquiries, requests, and concerns as needed. This position requires excellent organizational skills, strong communication skills, and the ability to work effectively under pressure.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

Supervises and manages key responsibilities of the operations support team

Operates as the subject matter expert (SME) for all concerns related to operations support

Delegates tasks and maintains oversight of daily support functions that impact order entry, invoicing, billing, etc.

Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Contacts customers to respond to inquiries or to notify them of changes to all work orders

Addresses escalated customer concerns and provides solutions as needed

Provides appropriate reporting to management as requested

Collaborates with other D&H departments to ensure timely completion of work orders

Ensures compliance with all DOT and FMCSA regulations as it relates to CDL holders

Records and maintains files or records of customer requests, work or services performed, charges, expenses, inventory, or other dispatch information

Service:

Ensures timely intake of customer service requests via phone, email, portals, etc

Processes work orders in dedicated ERP system and prepares daily dispatch schedules

Confirms customer setup in ERP and verifies terms of contract, service level agreements, etc.

Manages the flow of work orders between various queues

Monitors and tracks service professional efficiency to ensure timely completion of work orders

Collects deposits or payments as required

Monitors portals, updates emails, and collaborates with other departments to ensure timely completion of service work orders

Ensures the appropriate service professional is assigned based on customer needs and available resources

Communicates effectively with service professionals regarding directions, traffic, and customer-specific questions, etc.

Addresses transportation issues such as delays, weather, construction areas, accidents, and malfunctions

Arranges for necessary return assignments for suspended calls as needed

Installation:

Support job setup, job cost tracking, and technician assignment for construction projects.

Coordinate with construction supervisors to maintain project timelines and material readiness.

Maintain accurate job site documentation including permits, inspection results, and contractor notes

Track labor and materials used per job phase and ensure system records reflect actual field activity.

Performs all other duties as assigned

MINIMUM QUALIFICATIONS

Basic Knowledge & Competencies:

Ability to influence in both formal and informal settings via collaboration and use of facts / data

Excellent Customer Service and multi-tasking skills

Capability to work well under pressure

Outstanding communication skills in both verbal and written formats

Capacity to remain calm and effectively deal with high-stress situations.

Ability to work through projects and drive out efficiencies

Willingness to work with multiple users at all levels of the organization without sacrificing quality

Strong attention to details and high level of accuracy while maintaining short deadlines with data

Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

Experience with Microsoft Outlook, PowerPoint, Excel, Word

PREVIOUS EXPERIENCE/EDUCATION:

High School diploma or equivalent

1-3 years of dispatching, customer service, or related experience

PHYSICAL REQUIREMENTS

Frequent use of hands to manipulate the keyboard, telephone, files and other equipment

Ability to lift up to 15 pounds occasionally