Job Details

Job Type

Full-time

Description

We are looking for a Service Scheduling & Support Supervisor to lead a team in coordinating efficient, high-quality service operations. This hands-on role oversees scheduling, team workflows, and customer support, ensuring our technicians are deployed effectively and our customers receive an exceptional experience. If you are organized, detail-oriented, and enjoy guiding a team to operational success, we want to hear from you.

Position Summary

The Service Scheduling & Support Supervisor leads scheduling and service support operations for a nationwide field service team. This role oversees the coordination of 20+ technicians supporting 2,000+ service appointments annually, with a strong focus on routing optimization, customer experience, and operational efficiency across multi-state territories.

Partnering closely with the Service Director, this position provides hands-on leadership, process improvement recommendations, and escalation support to ensure high-quality service delivery. Expertise in Salesforce Field Service or comparable field service management platforms is critical to success in this role.

Key Responsibilities

• Lead, train, and supervise Scheduling Coordinators and Service Support Specialists
• Oversee daily scheduling, routing, and technician calendar management for a nationwide operation
• Optimize routing and logistics for multi-state technician coverage
• Serve as an escalation point for complex customer issues and service concerns
• Partner with leadership to identify and resolve scheduling, process, and operational challenges
• Support contractor coordination, documentation, and compliance (SOWs, SOPs, AARs, COIs)
• Ensure accurate customer communication, service confirmations, and technician notes
• Maintain confidentiality and support safety and compliance initiatives

• High school diploma or equivalent (required); Associate's degree (preferred)
• Customer service and customer relations experience
• Experience with Salesforce Field Service or similar field service management systems
• Experience working with field service scheduling, routing, and logistics for high-volume, multi-state operations or similar field service logistical support
• Communication, organizational, and leadership skills
• Proficient with CRM systems and standard business software

• Ability to work independently in a fast-paced environment
• Strong attention to detail and problem-solving skills
• Willingness to travel as needed