Service Dispatch Supervisor

Norwell Dairy Systems Service Dispatch Supervisor Full-time, On-Site | Drayton, ON - Arthur, ON Reports to: Service Operations Manager Introduction to Norwell – Dairy Done Well At Norwell Dairy Systems, we believe that we are only as successful as our customers are. Every day we strive to listen, connect & deliver, understanding our customers’ unique needs and finding innovative solutions to meet those needs. Our people are our biggest strength. Dedicated professionals who care deeply about the success of our customers, the well-being of their animals and the future of our industry. For over 45 years, we have been a trusted partner to Ontario dairy producers, delivering proven solutions that support healthy herds, efficient dairy operations and sustainable growth. Joining Norwell means becoming part of a team that’s passionate, purpose-driven, and dedicated to excellence in all we do. Wherever you work in our company, your work matters – to our customers, to their animals & to our mutual success. If you would like to learn more about us, feel free to check out our website. www.norwelldairy.com Consider joining our team & contribute at Norwell to doing “Dairy Done Well”. The Role Norwell Dairy Systems is seeking an experienced, hands-on Service Dispatch Supervisor to lead our customer service and dispatch centre. Our service desk coordinates daily field service across approximately 30 technicians and multiple technical departments. The majority of the team’s work involves assessing service requests, prioritizing urgent calls, scheduling technicians, communicating with customers, and ensuring technicians have the information and resources needed to complete their work. The successful candidate will bring proven dispatch and supervisory experience, strengthen our processes, develop our employees, and create a consistent, accountable service experience. Key Responsibilities Lead, coach, and support Service Coordinators. Assign daily work and ensure effective coverage of phones, email, dispatch, and scheduling. Oversee the intake, prioritization, scheduling, routing, and follow-up of service calls. Match work with the appropriate technician based on urgency, skills, geography, availability, and required parts. Ensure customers receive timely and accurate updates. Maintain accurate service orders, technician schedules, and shared-inbox records. Monitor open calls, after-hours returns, parts delays, rescheduled work, and unresolved customer issues. Make sure the team handles customer communication effectively and determine point of escalation to management Develop and maintain dispatch procedures, service standards, and performance measures. Identify opportunities to improve technician utilization, communication, response times, and service quality. Provide direct dispatch coverage during peak periods and employee absences. Qualifications Two or more years of experience in dispatch, field-service coordination, logistics, or a similar operational environment. At least three years of formal supervisory or people-leadership experience. Experience coordinating multiple field technicians, vehicles, territories, or service appointments. Demonstrated ability to coach employees, address performance concerns, and improve processes. Strong judgment, organization, communication, and conflict-resolution skills. Ability to remain calm and make decisions in a fast-paced environment with competing priorities. Experience with scheduling, ERP, CRM, or field-service management systems. Proficiency with Microsoft Outlook, Excel, Teams, and related applications. Experience in agriculture, HVAC, refrigeration, heavy equipment, construction service, industrial maintenance, or another technical field-service industry is an asset. Dairy-equipment knowledge is helpful but not required. Success in This Role Success means creating a service desk where work has clear ownership, customers receive proactive communication,…

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