Supervisor - Scheduling Coordinators

Company: Smiths Detection ( Learn More )

General Information
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Job Description Job Description

 The Supervisor - Scheduling Coordinators supervises and oversees the daily activities of a team of scheduling coordinators and international scheduling coordinators. This leader will be responsible for completely understanding and being able to perform the same functions of his/her team; such as the following: dispatches, coordinates, monitors and improves field service activities for an organization. Provides support and guidance to field service personnel who perform on-site routine services including installation, maintenance, and repair. Ensures field services are effective and customers’ requirements are consistently met. Requires bachelor’s degree and 4 years or more of experience as a supervisor in field service coordination, customer service, and call center or in a related area. Familiar with standard concepts, practices, and procedures within customer service, field service dispatching or call center teams. Relies on experience and judgment to plan and accomplish goals efficiently and cost effectively. Performs a variety of tasks. Will lead or direct the work of others. A certain degree of creativity and latitude is required. Responsible for obtaining intimate knowledge of his/her team’s assigned regions. This knowledge should include the field service technicians in their regions as well as the geography in the assigned regions. The Supervisor - Scheduling Coordinators looks ahead to foresee potential field service requirements while achieving results with current service coordination requirements. A positive attitude is essential for this position. This position requires having the ability to positively relate and communicate with our customers, vendors, co-workers, service technicians, sales personnel and managers. Proven ability to instill accountability and ownership of tasks in self and others. This includes carrying out customer service responsibilities to maintain and grow our loyal customer base. This position also requires professional and articulate phone skills, attention to detail, accurate typing, and minimal supervision. Supervisor - Scheduling Coordinators must present professionalism both in appearance, verbal/written communication and demeanor at all times. Has excellent written and oral communication skills and works well in a team-oriented environment. This position requires an individual that is consistently looking for areas of improvement within processes as well as career development of self and others. Shift work and overtime outside the normal work day is required.

Duties and Responsibilities
  • Supervise scheduling coordinators that are coordinating the daily schedule for Field Service Engineers performing maintenance, repair or installation work orders.
  • Oversee team members that are coordinating the enrollment of Field Service Engineers is new and ongoing training classes as required.
  • Ensure team members are using the most cost effective travel arrangements for the Field Service
  • Consistently looking for areas of process improvement, cost efficiency and performance improvement.
  • Use our enterprise system to generate the appropriate work order for the field service engineer to understand the purpose, location, parts, warranty, etc. for the job.
  • Coordinate all field service work orders using the field service software while providing extensive notes
  • Responsible to generate reports for management as well as daily, weekly and monthly team performance reports.
  • Conducts follow up calls after repairs/installs are completed to ensure customer satisfaction.
  • Assumes accountability to reduce or minimize costs whenever scheduling field service work orders.
  • Excellent ability to build rapport with the different levels of personnel in the organization and work collaboratively on a daily basis.
  • Fully understands the geography and logistics associated with their team’s assigned region(s).
  • Intimately familiar with the airports and associated codes within their team’s assigned region(s).
  • Intimate knowledge of the internal SMS dispatching software.
  • Interview, select, train and mentor new employees, including on-going assessments.
  • Ensure employees adhere to company policies and procedures, safety rules and employee code of conduct. Monitor employee performance, help write and deliver annual employee reviews.
  • Provides quality feedback and coaching to team members as required.
  • Travel, overtime and work hours other than Monday-Friday may be required.
  • Comply with all applicable U.S. export control and security regulations.
  • Comply with and ensure department compliance with Company health, safety and environmental policies.
  • Other tasks as required to ensure the success of the customer support team
  • Ability to pass government background checks to obtain required clearances to work on government contracts.
  • Required Skills and Experience

    Education/Training: Bachelor’s degree and minimum 4 years of related work experience. Equivalence achieved through comparative work and life experience is acceptable. Excellent written and oral communication skills. Strong computer skills are essential for this position. Experienced with Microsoft Office software, specifically Excel and is proficient with, or has the ability to learn, Project Management software.

    Experience: Minimum of 4 years related work experience required. 4 or more years work experience in a customer focused business environment. Previous work history that demonstrates the ability to effectively and efficiently supervisor others and coordinate field service personnel. Experience supervises a remote work staff is a plus. Previous work history involving field service dispatching/scheduling, customer service and or call center experience required.

    Knowledge/Skills: Ability to multitask and manage various projects simultaneously required. Excellent people manager. Demonstrated excellent written and oral communication skills. Considered proficient in Microsoft Outlook and Excel, as well as capable and comfortable with learning new software programs as required. Experience using SAP, Fleetmatics, ServiceMax or similar field service software is a plus. Bilingual in Spanish is a plus. Familiar with US export regulations is a plus.

    Supervises: Directs the activities of assigned Scheduling Coordinators and International Scheduling Coordinators.


  • Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once.
  • Excellent customer service skills and the ability to handle stressful situations.
  • Self-motivated, reliable, and accountable individual
  • Possess outstanding customer friendly telephone skills
  • Must have the ability to pass government background checks to obtain required clearances to work on government contracts.
  • Work Environment Details

    Work environment is typically considered in an office environment located on-site. Ability to work a rotating shift and weekends is required. Work environment may also include employee’s residence or other location when on-call during off hours.

    About Us

    At Smiths Detection we are dedicated to making the world a safer place.

    Smiths Detection, a division of Smiths Group, is a global authority on the application, management and manufacture of world class detection and screening technology.

    We deliver solutions needed to protect society from the threat and illegal passage of explosives, prohibited weapons, contraband, toxic chemicals, and narcotics. Delivering an unrivalled range of detection technologies, we support customer from markets across air transportation, ports and borders, the armed forces, and critical infrastructure and emergency services.

    Smiths Detection is an EEO/AA Employer/Vet/Disabled. Must be eligible for a US Security Clearance.

    Job Requirements