JOB SUMMARY:

Buchanan Technologies is seeking a highly organized and proactive Manager of Field Dispatch to lead and support our North American Field Dispatch team. This remote role oversees all aspects of field scheduling, technician deployment, issue escalation, and service-level performance. You will be responsible for driving operational excellence and resource optimization while ensuring a world-class customer experience.
The ideal candidate will have a proven track record managing distributed dispatch teams and improving service delivery in a fast-paced, metrics-driven environment.

QUALIFICATIONS:

• 5+ years of experience in dispatch, field service coordination, or IT service delivery; 2+ years in a people leadership role.
• Proven experience managing remote teams and operations across multiple time zones.
• Expertise in using ITSM and dispatch management platforms (e.g., ServiceNow, ConnectWise, Work Market, Field Nation, Salesforce Field Service).
• Strong analytical skills with the ability to interpret performance data and take corrective actions.
• Excellent communication, organizational, and conflict-resolution skills.
• Familiarity with SLA structures and managed services models.

FOLLOW US:

LinkedIn: https://www.linkedin.com/company/buchanan-technologies/
Website: www.buchanan.com
Candidates in the United States
Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We comply with all federal and provincial regulations regarding non-discrimination and employment equity in every location where we operate.
Job Type: Permanent
Pay: From $63,000.00 per yea

3. Customer Experience & Service Quality

• Act as an escalation point for field scheduling conflicts, missed appointments, or customer satisfaction concerns.
• Drive dispatcher accountability for timely communication and accurate updates to internal stakeholders and clients.
• Align dispatch processes with customer SLAs and contractual obligations to ensure a high standard of delivery.
• Identify and escalate recurring issues that impact customer satisfaction or operational continuity

1. Dispatch Operations, Metrics & Tools

• Lead daily dispatch operations across multiple time zones, ensuring technician availability and coverage for all active work orders.
• Oversee service request intake, technician assignment, schedule optimization, and real-time updates using dispatch management tools.
• Ensure accurate data entry and tracking within ITSM/ticketing platforms (e.g., ServiceNow, ConnectWise, Remedy).
• Monitor key metrics such as SLA compliance, technician response times, first-time fix rates, travel optimization, and ticket aging.
• Produce regular performance reports and dashboards, identifying trends and areas for improvement.

1. Remote & Cross-Regional Scope

• Manage a geographically dispersed team of field dispatchers and coordinate field technician scheduling across North America.
• Collaborate with regional field managers and service desk leads to meet site-specific and client-specific delivery requirements.
• Maintain 24/7 readiness through rotating on-call scheduling and ensure escalations are triaged and resolved effectively.
• Proactively manage coverage for holidays, weekends, and emergency support scenarios.

1. Customer Experience & Service Quality

• Act as an escalation point for field scheduling conflicts, missed appointments, or customer satisfaction concerns.
• Drive dispatcher accountability for timely communication and accurate updates to internal stakeholders and clients.
• Align dispatch processes with customer SLAs and contractual obligations to ensure a high standard of delivery.
• Identify and escalate recurring issues that impact customer satisfaction or operational continuity.

1. Leadership & Process Improvement

• Lead, coach, and develop a high-performing team of field dispatchers through regular 1:1s, team meetings, and performance reviews.
• Build a culture of ownership, accountability, and continuous learning.
• Standardize and maintain SOPs, knowledge base articles, and onboarding guides for dispatch operations.
• Collaborate with leadership to define and implement process improvements, automation opportunities, and service enhancements.