Service Dispatch Supervisor

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

SUMMARY:  The Service Dispatch Team Supervisor is responsible for providing support to customers and internal team members and must demonstrate strong understanding of field services, networking, and dispatching.  This role is responsible for the resource planning, scheduling, PTO and on-call duties of the dispatch team members. 

PRIMARY DUTIES include but not limited to: 

• Day to day operations of the Dispatch Field Services Department.
• Work toward achieving our goal of 100% customer satisfaction 100% of the time.
• Develop and maintain up-to-date written procedures for all team functions.
• Manage resource scheduling, assignments, PTO and on-call.
• Responsible for hiring, training, coaching and handling disciplinary issues that arise.
• Create an inspiring team environment with open communication, clear team goals, and KPIs.
• Track, monitor, and report on team goals and KPI’s.
• Approve time sheets for the Service Coordinators and Technicians.
• Ensure dispatch coordinators perform all required duties including:
• Act as primary client contact for dispatch requests
• Act as primary vendor contact for scheduled dispatches
  • Coordinate workflow and dispatch service technicians
  • Ensure proper timely completion of all work orders
  • Facilitate emergency service calls
  • Become proficient in software needed to perform your duties proficiently
  • Assist in Project Management as needed
• Other duties as deemed necessary by contract or management

COMPETENCIES:

• Strong organizational & leadership skills
• Superior written and verbal communications skills
• The ability to work under pressure and with a sense of urgency to deadlines
• The ability to multi-task, prioritize and effectively manage one’s time
• Commitment to maintain pace with evolving processes, technologies and products

REQUIRED EDUCATION & EXPERIENCE REQUIRED:   

• Two-year college degree or equivalent work experience.
• A minimum of three years of supervisory experience.
• Ability to support the Dispatch team 24 x 7 x 365 as needed

EXPECTED HOURS OF WORK: Monday – Friday 8:00 am – 5:00 pm; Overtime as needed to support the 24 x 7 Dispatch team.

TRAVEL: None

LANGUAGE SKILLS: English

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/