Field Service Scheduler Team Lead

About Us:

LayerZero Power Systems Inc. is a globally recognized leader in providing state-of-the-art power distribution solutions for critical industries. With a strong focus on reliability innovation and customer satisfaction we deliver advanced power systems products that ensure uninterrupted and dependable power supply in mission-critical environments. Our customer base is comprised of companies in the transaction processing financial computer service provision and semiconductor manufacturing sectors. LayerZero Power Systems is on a trajectory of sustained growth with a loyal customer base of existing Fortune 100 customers and an expanding portfolio of new customers.

Position Description: Team Lead Field Service Scheduler

The Field Service Scheduler Working Team Lead is responsible for coordinating service appointments installations and maintenance visits while also providing day-to-day leadership and guidance to the scheduling team. This role balances hands-on scheduling responsibilities with team oversight workload planning and process improvement to ensure efficient resource utilization and exceptional customer experience.

This position serves as the primary escalation point for scheduling challenges and plays a key role in aligning customer expectations with field service capabilities.

Key Responsibilities:

Scheduling & Operations (Hands-On)

• Schedule field service visits installations and preventive maintenance based on customer needs technician availability service contracts and SLAs.
• Proactively communicate appointment details updates and changes to customers and internal stakeholders.
• Forecast workload and support long-term planning and scheduling strategies.
• Balance utilization of all field service technicians within scope to maximize efficiency and coverage.
• Partner with other schedulers to share and optimize resources across teams as needed.
• Maintain accurate records in scheduling systems and ensure data integrity.
• Order and coordinate delivery of required parts and warranty replacement components.
• Coordinate with Field Service Engineering and Logistics teams to optimize technician routes and maximize on-site time.
• Monitor schedule adherence and proactively resolve conflicts delays or capacity constraints.
• Support escalation management by prioritizing urgent service requests and coordinating rapid response.

Team Lead & Leadership Responsibilities

• Serve as the day-to-day lead for the scheduling team providing guidance coaching and support while remaining actively involved in scheduling activities.
• Act as the primary escalation point for complex scheduling issues customer concerns and internal conflicts.
• Assign and balance workload across schedulers to ensure coverage efficiency and service commitments are met.
• Mentor and train schedulers on best practices systems and customer communication standards.
• Promote consistency accountability and adherence to scheduling processes and SLAs.
• Identify opportunities for process improvement and collaborate with leadership to implement enhancements.
• Support onboarding and cross-training of new schedulers as needed.

Reporting & Performance

• Track and report scheduling metrics including utilization on-time service rate reschedule frequency and customer satisfaction.
• Analyze trends and proactively recommend improvements to scheduling efficiency and long-term planning.
• Ensure scheduling practices support overall business goals and customer commitments.

Requirements & Qualifications

• Associates degree or equivalent experience in business logistics operations or a related field.
• 3 years of experience in scheduling dispatch or customer service preferably in a technical or field service environment.
• Prior experience acting as a lead mentor or informal supervisor strongly preferred.
• Strong organizational communication and problem-solving skills.
• Proficiency with scheduling software CRM systems and Microsoft Office.
• Ability to manage multiple priorities adapt to changing demands and lead through influence.

Performance Indicators

• On-time service delivery rate
• Customer satisfaction scores related to scheduling
• Effectiveness of long-term proactive planning
• Reduction in reschedules and missed appointments
• Technician utilization and route efficiency
• Team performance consistency and adherence to scheduling standards

What We Offer:

• Competitive pay with performance incentives
• 100% company-paid medical dental and vision
• 401(k) with company match
• 3 weeks PTO 10 paid holidays and 2 floating holidays
• Progress Pays - Ownership that Works

Why You will Love Working with Us:

• Impact: Develop your skills and expertise in a rapidly growing industry with your work directly influencing the success of mission-critical projects.
• Innovation: immerse yourself in an environment that celebrates forward thinking and continuous improvement.
• Collaborative spirit: Work closely with engineers marketers and other professionals to bring ideas to life.
• Grow with us: We are committed to your personal and professional development offering endless opportunities to improve your skills and advance your career.

At LayerZero we are proud to be an Equal Opportunity Employer. We welcome and celebrate diversity and we are committed to creating an inclusive environment for all employees.