HVAC Lead Dispatcher

On-site Concord, ON Full-Time

At Maple Air, we don't just schedule service calls-we simplify comfort, bring teams together, and move with intention. We're 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 systems-and thrive in fast-paced environments-this is your opportunity to lead with impact.

About the Role

The Lead Dispatcher plays a key role in connecting our customers, technicians, and internal teams. You'll be responsible for managing the daily flow of service jobs, ensuring everything runs smoothly-from booking and dispatching to follow-ups and reporting.

You'll 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 You'll Do

Service Coordination & Dispatching

• Schedule and dispatch service calls in coordination with technical supervisors and the service team
• Confirm all appointments 24 hours in advance to reduce no-shows
• Ensure emergency calls are dispatched within 60 minutes
• Track all communication and actions in the CRM to support team-wide visibility and accountability
• Dispatch technicians efficiently to ensure optimal daily productivity

Customer Experience & Follow-Through

• Ensure 98% of follow-ups are completed within 24 hours
• Oversee Maple Care service calls, ensuring quality and consistency for maintenance plan clients
• Support customer satisfaction efforts, including review tracking and feedback collection

Team Support & Leadership

• Act as the central communication hub for the technical team
• Provide coaching and guidance to field staff to promote service excellence
• Collaborate with sales and service to identify referral opportunities from the field

Inventory, Vendor & Operational Oversight

• Maintain up-to-date inventory of parts, tools, and equipment in the warehouse and on service vehicles
• Coordinate with vendors and negotiate service agreements aligned with Maple Air standards
• Ensure all tools and equipment are functional and ready to support daily service needs
• Conduct regular job ticket and service report audits to ensure accuracy and prevent miscommunication

Reporting & KPI Accountability

• Ensure 99% of technician service reports (including job site photos) are submitted accurately within 12 hours
• Aim for error-free job tickets and timely updates in the CRM
• Monitor key dispatch and customer service KPIs to drive daily execution and identify areas for improvement

What We're Looking For

• Minimum 2 years of dispatching experience, ideally in a fast-paced service environment
• Strong asset: HVAC industry experience-knowledge of systems, terminology, and technician workflows will set you up for success
• Excellent communication and multitasking skills to keep operations smooth and responsive
• Highly organized with sharp attention to detail-you keep things from slipping through the cracks
• Tech-savvy, with experience using CRM platforms and scheduling tools
• Leadership or supervisory experience is a strong plus

Schedule

Monday 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 cooling-and we're building a service experience that reflects that. If you're ready to take ownership of dispatch with speed, care, and clarity-we'd love to meet you.

Apply now or reach out directly to learn more.