Service Planning and Scheduling Manager

Job Summary

The Service Planning and Scheduling Manager is responsible for the supervision of the Scheduling Supervisors, Aftermarket Planning & Scheduling Program Manager, Project Services Planning and Scheduling Program Manager and the Site-based Services Coordination Supervisor to ensure strict operational governance of the Planning & Scheduling standard work and leader standard work.

Job Responsibilities:

• Supervise and lead the Planning and Scheduling teams
• Conduct bi-weekly staff meetings to realign on priorities, address open issues, and communicate any business changes
• Conduct monthly touchpoints with AC Power field ops leader and Thermal field ops leader to solicit feedback and talk through areas of improvement
• Conduct bi-weekly 1:1 meetings with each direct report to: 1) review open employee issues, 2) understand where leadership support is needed, 3) realign on priorities and/or review progress with any open corrective/preventative actions being driven by the direct report
• Lead a monthly operating review whereby the Scheduling Supervisors present key metric trends and progress on implementing corrective/preventative actions to trend all metrics toward and beyond the metric target
• Conduct quarterly People Strategy sessions with the Scheduling Supervisors to: 1) plan succession for any Coordinator flight risks, 2) identify new or review existing flights risks on the team, and 3) review action plans for employees that need development
• Ensure standard work and governing metrics and metric targets exist and have been communicated to all stakeholders for all SR types – Program Manager responsibility
• Ensure leader standard work and governing metrics and metric targets exist and have been communicated to all stakeholders for all SR types – Program Manager responsibility
• Ensure Scheduling Supervisors are holding Coordinators accountable for strict adherence to standard work and performance manage accordingly; all team members are performing their job ethically to the highest standard and that defined processes/guidelines are being followed and the system of record (Oracle) is properly maintained
• Hold Supervisors accountable for strict adherence to leader standard work and performance manage accordingly; all team members are performing their job ethically to the highest standard and that defined processes/guidelines are being followed and the system of record is properly maintained
• Collaborate with business owners to meet financial targets and make sure the team realizes they are accountable in achieving our monthly financial targets
• Participate in annual performance reviews, merit planning and talent review of direct reports
• Maintain regional PTO schedule, ensure responsibilities are covered during absences, and ensure absences are communicated to stakeholders in advance of the absence 
• Maintain customer service standards and handle escalated scheduling issues, including but not limited to sales inquiries and assisting Customer Success Management and Coordinated Services scheduling
• Assist the Director of Service Operations in the implementation of new processes/policies and systems
• Assist the team with the administration of customer special requirements.
• Other duties as required.

Qualifications                                          

• Bachelor’s degree in business administration OR High school education with 5 years minimum same or similar work experience. 
• Minimum of 5 years customer service and coordination of service activities.
• Self-motivated and possess the ability to lead and direct a diverse team.
• Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style.   
• High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required.
• Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.
• Adapt quickly to changing priorities and customer needs.
• Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business.
• Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products.
• Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.
• Willing to work flexible hours, including before shift/after shift and weekends to support the business.

Travel Requirements        
% of Travel:   25%     
Driver's License Required?   Yes     
        
Special Physical Requirements or Work Conditions        
Special Physical Requirement:   N/A