Service Logistics Manager

7w1 month ago

Superior Plus Propane

Remote · Full-time · $70,000 – $85,000

About this role

The Manager of Service is responsible for leading a team of Service Coordinators who schedule and dispatch technicians to service requests. This role ensures efficient workforce utilization, timely service delivery, and exceptional customer experience by optimizing scheduling processes and partnering with field operations.

Oversee daily scheduling and dispatch operations to ensure efficient routing and optimal technician utilization. Assign work orders based on priority, geography, skill set, and service level agreements while monitoring real-time adjustments for emergencies, cancellations, and delays.

Foster a high-performance, collaborative team environment by leading, coaching, and developing Service Coordinators. Conduct regular performance reviews, provide feedback, and support professional growth to maintain scheduling accuracy and responsiveness.

Drive continuous improvement initiatives using data and operational insights, analyzing metrics such as technician utilization and first-time fix rate. The company offers a supportive, inclusive culture with many opportunities for training and career growth in a safety-focused environment.

Requirements

Experience managing a team of service coordinators or dispatchers in a logistics or field service environment
Proficiency with scheduling and dispatch systems, such as field service management tools or CRM
Strong analytical skills to interpret operational metrics and drive data-based decisions
Ability to handle high-pressure situations and resolve escalated customer issues related to scheduling or delays
Proven leadership skills with a focus on team development, performance reviews, and coaching
Understanding of service level agreements, workforce planning, and capacity management
Experience collaborating cross-functionally with operations, customer service, and sales teams

Responsibilities

Lead, coach, and develop a team of Service Coordinators responsible for technician scheduling and dispatch
Oversee daily scheduling and dispatch operations to ensure efficient routing and optimal technician utilization
Ensure timely assignment of work orders based on priority, geography, skill set, and service level agreements
Monitor real-time scheduling adjustments including emergency requests, cancellations, and delays
Analyze scheduling metrics such as technician utilization, first-time fix rate, on-time arrival, and backlog
Identify and implement process improvements to increase efficiency and reduce service delays
Resolve complex scheduling conflicts and escalations
Partner with Field Operations, Customer Service, and Sales to ensure seamless service delivery

Benefits

Supportive and inclusive work environment with a culture of collaboration and respect
Competitive compensation and total rewards package
Flexible schedules to support work-life balance
State-of-the-art tools and technologies to excel in your role
Employee Assistance Program (LYRA) providing comprehensive well-being support
Many opportunities for professional development, training, and career growth
Safety-focused culture with a 24/7 safety mindset throughout the organization