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 A ssist 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