- Coordinate, schedule, and confirm customer site visits for Field Service Technicians across multiple regions and time zones.
- Serve as the primary scheduling liaison for customers, maintaining proactive, timely, and empathetic communication.
- Optimize technician routes and daily workloads to increase efficiency and minimize travel time and cost.
- Review technician capacity and availability daily to construct accurate and achievable schedules.
- Collaborate with Service Project Coordinators, Asset Management Specialists, and regional leaders to ensure readiness before scheduling.
- Verify customer availability, access instructions, and any pre-visit requirements to ensure a successful appointment.
- Monitor work order queues to ensure all site-visit–eligible cases are scheduled within defined SLA targets.
- Escalate scheduling risks, technician constraints, or customer-related delays to leadership when they threaten timelines.
- Maintain accurate documentation of all scheduling attempts, customer communications, and confirmations in CRM platforms such as Salesforce.
- Support team reporting by flagging chronic bottlenecks, trends, and repeat issues that impact schedule adherence or customer satisfaction.
- Participate in cross-functional initiatives to improve scheduling processes, tools, and communication standards.
- Assist with temporary surge initiatives or special projects to ensure the Service Operations organization meets overall volume and customer satisfaction goals.
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