Service Logistics Manager

6w1 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 managing team performance.

Day-to-day, you will oversee daily scheduling and dispatch operations to ensure efficient routing and optimal technician utilization. You will monitor real-time scheduling adjustments, including emergency requests, cancellations, and delays, while resolving complex scheduling conflicts and escalations.

You will lead, coach, and develop a team of Service Coordinators, conducting regular performance reviews and fostering a high-performance, collaborative team environment. Partnering closely with field operations, you will align technician availability, capacity planning, and workload forecasting to drive operational excellence.

This role offers a continuous focus on professional development with many opportunities for training and career growth. You will work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Requirements

Proven experience leading and developing a team of service coordinators or dispatchers
Strong understanding of scheduling and dispatch operations in a field service environment
Ability to analyze scheduling metrics and drive data-informed process improvements
Experience resolving complex scheduling conflicts and escalations
Proficiency with field service management tools and CRM systems
Excellent cross-functional collaboration skills with Field Operations, Customer Service, and Sales
Commitment to delivering exceptional customer experience through proactive communication and issue resolution

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 (SLAs)
Monitor real-time scheduling adjustments, including emergency requests, cancellations, and delays
Resolve complex scheduling conflicts and escalations
Analyze scheduling metrics (e.g., technician utilization, first-time fix rate, on-time arrival, backlog) and identify process improvements
Partner with field managers to align technician availability, capacity planning, and workload forecasting
Ensure accurate use of scheduling and dispatch systems and oversee data integrity for work orders and technician availability

Benefits

Supportive and inclusive work environment with a culture of collaboration, respect, and open communication
Highly competitive compensation and a total rewards package
Flexible schedules to help manage personal and professional commitments
Access to LYRA, an industry-leading platform providing comprehensive support for physical, mental, financial, and social well-being
Continuous focus on professional development with many opportunities for training and career growth
24/7 safety mindset showcased throughout every facet of the organization