The Service & Scheduling Supv leads a team that supports field operations by coordinating installation schedules, managing service and warranty requests, and ensuring accurate job quoting. This role plays a key part in keeping crews productive, customers informed, and projects on track. The manager oversees performance metrics, develops standard operating procedures, and works closely with other departments to improve communication and reduce delays. It is a leadership role focused on driving efficiency, consistency, and customer satisfaction.
YOUR ROLE:
The bullet points below reflect 80% of your job. We are a fast-paced company, you may be pulled in a variety of different directions with tasks added or changed.
- Lead the Service, Warranty & Scheduling Team
- Manage and support a team responsible for installation scheduling, service coordination, and customer warranty follow-up.
- Provide clear direction, coaching, and accountability to ensure the team meets performance goals and supports field operations effectively.
- Foster strong collaboration across departments to improve communication, reduce delays, and enhance customer experience.
- Manage and develop standard operation procedures to ensure consistency, clarity, and efficiency across the department.
- Oversee Scheduling for Field Crews
- Ensure weekly schedules are published by Wednesday and confirmed by Thursday.
- Maintain a balanced calendar with 80% installation / 20% service to keep crews productive and responsive. Engage with other departments if we see trends shifting from this target.
- Monitor crew utilization and help the team maintain 85%+ productivity.
- Support Accurate Quoting
- Parter with Estimating to prepare realistic installation quotes and timelines.
- Track quote vs. actual install dates, aiming for 90% accuracy.
- Identify and remove barriers that lead to schedule changes or delays.
- Manage Service & Warranty Requests
- Ensure timely follow-up on all customer service and warranty items.
- Monitor open tickets and drive resolution within target times for Stock, Made to Order and Special-order items.
- Track both the oldest and average age of open requests and lead corrective actions when needed.
- Support Field Team Efficiency
- Help the team identify and resolve issues that cause crews to leave job sites early.
- Collect feedback from the field to improve planning and reduce missed opportunities.
- Document customer-related delays and coordinate with other departments to prevent repeated issues.
- Track Metrics & Share Insights
- Lead the team in tracking and reporting key performance indicators, including:
- Schedule attainment
- Quoting accuracy
- Service and warranty age.
- Field operations uptime efficiency
- service vs. installation mix.
- Share weekly reports with leadership and recommend improvements based on trends.
- Collaborate Across Departments
- Ensure alignment between the field operations team and departments like Quoting, Estimating, Project Management, and Operations.
- Promote a “slow down to speed up” mindset—encouraging thoughtful planning to avoid costly mistakes.
- Help build better habits around communication, scheduling, and accountability.