Leads the dispatch function across all departments, overseeing technician assignments, capacity utilization, scheduling efficiency, call flow, revenue targets, and customer experience. Conducts dispatch audits, debriefs, meetings, and real-time adjustments; improves workflows and system usage; resolves escalations; partners with field operations; and trains dispatchers. Success is measured by revenue performance, sold-hour efficiency, first-call completion, productive time, schedule utilization, and reduced customer status inquiries.

Leads field technicians and owns daily operational performance, customer experience, revenue, gross profit, service quality, and team development. Responsibilities include coaching technicians, conducting ride-alongs, completing performance reviews, facilitating team meetings, improving field processes, coordinating with dispatch, resolving escalations, and ensuring adherence to company service standards. Success is measured through operational KPIs, customer reviews, membership and replacement sales, truck goals, and right-the-first-time completion.