Service Operations Lead: Scheduling & Field Support

Perfection Group; Indianapolis (IN); On-site; USD 52,000 - 68,000; Full time

Job summary

Perfection Group in Indianapolis is seeking a Service Operations Specialist to coordinate technician activity, manage service workflow, and support field technicians. You’ll serve as the primary operations link between customers, technicians, and service management, with emphasis on scheduling, performance monitoring, and timely reporting.

You will lead efforts to optimize labor utilization, manage backlogs, and contribute to contract profitability in a fast-paced service environment.

Qualifications

• Desire to support service coordination and operations.
• Strong organization and time management skills with the ability to prioritize tasks in a fast-paced setting.
• Excellent verbal and written communication skills for engaging with customers and team members.
• Desire to learn our service management software.

Responsibilities

• Scheduling & Coordination: Manage and optimize technician scheduling, assigning service calls based on skill set, location, and availability. Adapt to emergencies or delays as needed to meet customer needs.
• Customer Interaction: Act as the primary contact for customers, managing service requests, providing job progress updates, and resolving inquiries or issues.
• Technician Support: Provide detailed job information to technicians, ensuring they are well-prepared to complete tasks effectively and efficiently.
• Job Monitoring: Track ongoing jobs, making real-time adjustments to schedules and handling emergency requests or changes in customer needs.
• Data Management & Reporting: Maintain accurate records of service calls, technician assignments, and job completion data. Generate reports on service performance and technician productivity regularly.
• Quote Management: Prepare and send service repair quotes, ensuring accuracy and timely approval by customers.
• Contract & Spot Work Adherence: Monitor that estimated hours for contracts and spot work are adhered to, ensuring cost efficiency and timeliness.
• Time Verification: Verify daily time entries by technicians for accuracy in job costing and payroll.

Skills

Scheduling

Time management

Verbal and written communication

Willingness to learn service software

Job description

Perfection Group in Indianapolis is seeking a Service Operations Specialist to coordinate technician activity, manage service workflow, and support field technicians. You’ll serve as the primary operations link between customers, technicians, and service management, with emphasis on scheduling, performance monitoring, and timely reporting.

You will lead efforts to optimize labor utilization, manage backlogs, and contribute to contract profitability in a fast-paced service environment.