Scheduling and Logistics Team Lead

Team lead: Scheduling and Logistics

Role Type: Team Lead

Reports To: Sr Manager, Demand & Sourcing
Direct Reports: Scheduling & Logistics Specialists, Scheduling Coordinator

Position Summary

This position functions as the team lead for the Scheduling and Logistics team. Supervising the physical execution. The position serves as the direct operational leader for the team, driving execution of daily processes while collaboratively managing high-level planning in partnership with the Meters Department, to achieve organizational alignment and provide an exceptional customer experience. 

Core Responsibilities

Team Leadership & Operational Execution

• Performance Cadence: Lead daily team stand-ups to review operational metrics, assign priorities, and remove immediate impediments.
• Metrics Reporting: Generate and present weekly reports detailing key operational performance indicators (KPIs), including team inputs, outputs, and current backlog for the Scheduling and Logistics team.
• SOP Compliance and Ownership: Ensure adherence to all departmental Standard Operating Procedures (SOPs) across the team. Additionally, own the creation of new SOPs and the maintenance/updates for all existing SOPs that relate to team functions.
• Daily Operations: Direct the routine workflow for the Scheduling and Logistics team. This includes serving as the initial point of contact for operational impediments, thereby ensuring timely resolution to scheduling matters while maintaining tech utilization expectations.
• Team Resilience: Maintain comprehensive cross-training capacity across the team to ensure that all Scheduling & Logistics Specialist duties can be executed seamlessly, providing full coverage for critical functions.

Scheduling & Logistics Strategy

• Lead Time Management: Monitor and update lead times. Utilize traveling technicians to minimize lead times. Work closely with the demand planning team to ensure tech staffing levels are sufficient.
• Technician Utilization: Monitor and maintain technician utilization, adjusting scheduling and assigning trips where necessary

• Prioritization: Ensure team schedules first in, first out while also prioritizing escalations and adjusting based on business needs. 

• Escalation: Assign escalations and follow up regularly to ensure high-priority issues are resolved in a timely manner.

• Analysis: Collaborate with the demand planning and senior managers to define the strategic scheduling strategy required for revenue support. Design metrics and report to track strategic goals and regularly update them based on business needs.

Desired Skills & Qualifications

• High School Diploma or equivalent
• NetSuite Experience
• ZenDesk Experience (Preferred, not required)
• High proficiency in Google Suite and Excel
• PowerBi experience (Preferred, not required)
• Field Scheduling Experience preferred but not required
• Proven ability to lead through change and manage high-pressure, time-sensitive escalations.
• Critical thinking and proactive problem-solving capabilities.