Service Logistics Manager

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, managing team performance, and partnering closely with field operations.
Why join us:
Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer highly competitive compensation and a total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
Technology: 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.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What you’ll do:
Team Leadership & Development
• Lead, coach, and develop a team of Service Coordinators responsible for technician scheduling and dispatch.
• Conduct regular performance reviews, provide feedback, and support professional growth.
• Establish clear expectations for scheduling accuracy, responsiveness, and customer service.
• Foster a high-performance, collaborative team environment.
Scheduling & Dispatch Oversight
• 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.
Operational Excellence
• Analyze scheduling metrics (e.g., technician utilization, first-time fix rate, on-time arrival, backlog).
• Identify and implement process improvements to increase efficiency and reduce service delays.
• Partner with field managers to align technician availability, capacity planning, and workload forecasting.
• Drive continuous improvement initiatives using data and operational insights.
Customer Experience & Issue Resolution
• Ensure Service Coordinators deliver professional, proactive communication with customers.
• Address escalated customer issues related to scheduling, delays, or service concerns.
• Maintain focus on minimizing downtime and improving overall service responsiveness.
Systems & Process Management
• Ensure accurate use of scheduling and dispatch systems (e.g., field service management tools, CRM).
• Oversee data integrity for work orders, technician availability, and scheduling activities.
• Support implementation or optimization of scheduling technologies and tools.
Cross-Functional Collaboration
• Partner with Field Operations, Customer Service, Sales, and other stakeholders to ensure seamless service delivery.
• Participate in operational planning meetings and workforce strategy discussions.
• Communicate service trends, risks, and improvement opportunities to leadership.
Compliance & Quality Assurance
• Ensure scheduling practices align with company policies, safety requirements, and labor regulations.
• Conduct audits on scheduling accuracy, documentation, and adherence to SLAs.
• Implement corrective actions and reinforce best practices.

What you bring:
Education & Experience
• Bachelor’s degree in Business, Operations, Logistics, or related field (or equivalent experience).
• 3–7 years of experience in service coordination, dispatch, or field service operations.
• 2+ years of supervisory or team leadership experience.
• Experience in a technician-based or field service environment strongly preferred.
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening
The expected annual salary range for this role is $70,000 - $85,000 a year. This position is also eligible for an annual incentive program.
Please note the compensation information shown a