What are the responsibilities and job description for the Service Scheduling & Support Supervisor position at CTI - Gas Detection Specialists?
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