Three people, no dispatch layer
The Three of Us
Everyone listed here is somebody you will either speak to or see.
The crew
Owner, and the technician on entrances, glass and labelled openings
Merritt Kanipe
Years of multi-site commercial door work across the Carolinas before starting this. Handles aluminum entrance systems, all-glass door lines with patch fittings and floor closers, and anything hanging on a fire-rated assembly where the wrong part voids a listing. Takes most of the phone calls that come in outside business hours because the phone rings to him.
Service coordinator and parts
Renata Ocampo
Answers the phone, works out what the opening probably is, and pulls the parts before the van leaves. Came from a builders hardware distributor's inside sales desk, which is where she learned that a description like 'the door by the loading dock' narrows a parts list far more than most technical detail does. Bilingual, which matters on a fair share of Charlotte job sites.
Technician, dock and back-of-house openings
Deshawn Pruitt
Background in industrial maintenance before moving to doors full time. Takes the leaves that get hit — cart traffic, pallet jacks, forklift corners, kitchen doors that have been pushed open with a shoulder for years. Does most of the frame straightening, anchor work and bottom-rail repair, and is the one who will tell you honestly when a leaf is past saving.
Who takes what
The split is by opening type rather than by geography, which is the luxury of working one city — nobody is assigned a territory because there is only one.
Glass lines, aluminum entrances and anything on a labelled fire-rated assembly go to Merritt. Dock doors, back-of-house leaves, frame straightening and anything that has been hit go to Deshawn. Hardware that has simply been worn out by traffic goes to whichever of them is free, because that work is the same wherever it sits.
Renata is on the phone and on the parts, and those are deliberately one job rather than two. The person who hears 'the door by the kitchen' is the person who decides what goes in the van, and putting a handoff between those two steps is exactly how the trade ends up making two visits.