Service Scheduling & Support Supervisor

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