Service Scheduling & Support Supervisor Job at CTI - Gas Detection Specialists, Columbia, MO

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  • CTI - Gas Detection Specialists
  • Columbia, MO

Job Description

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

Job Tags

For contractors,

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