Scheduler

**Basic Function**

The Scheduler is responsible for the field scheduling of delivery and installation work, including manpower and vehicle assignments, final work order instructions, and primary communication with both clients and field crews.

**Specific Responsibilities**

**Work Order Management**:

- Solicits paperwork for installation, service, and delivery packets, including purchase orders for installation department/service work; works with sales, customer service and project management to get complete and accurate scope of work, and site/project parameters
- Reviews final packets for completeness and clarity of information, requests additional information if necessary, and writes up formal work order documentation for crews
- Provides verbal instructions to crews when field situations require modification of work order instructions
- Maintains official work order/installation packet with all project and field documentation
- Interfaces with warehouse staff to validate product receipt and work order readiness for delivery/installation

**Scheduling**:

- Uses current scheduling programs to ensure open and accurate communication between staff
- Schedules all operations personnel for delivery, installation, service work, local drop offs, product pickups, measurements and site visits, and any extra staff required in the warehouse
- Solicits future project schedules from management for tentative or “soft” scheduling, working to schedule out two to three weeks, with long range projects out two to three months when required
- Review any back-order reports, stale PO’s, or other associated documents for acknowledged ship/delivery dates and sales orders appropriate for soft scheduling
- Continuously updates schedule as the work orders are reviewed
- Schedules time off, holidays, meetings, training, and other non-work order related staff requests

**Dispatching**
- Assigns specific installers and helpers based upon labor estimates, dispatcher’s knowledge of field work and personnel capabilities
- Hires approved subcontractors and temporary labor agencies for fill-in labor when required
- Stays on top of orders that are not complete (damaged product, missing/back ordered product, etc.); Works with warehouse and estimators/project management/customer service to determine whether a job can be scheduled or not.
- Schedules shop work for special cuts or other short work that needs to be done prior to any scheduled installation or service work
- Works with estimators and warehouse staff to identify product needed from stock for any job; helps make sure that the associated paperwork needed to pull those items is given to the warehouse in a timely manner
- Prepares the confirmed schedule for the following day no later than 3:00pm to allow for warehousing and installers to review, pull and prepare product in advance
- Sets up per diem / hotel arrangements for out-of-town travel for staff; Ensures any petty cash disbursements, or expense reimbursements are managed per company procedures
- Maintains flexibility in the schedule to accommodate reasonable last-minute assignments
- Keeps a detailed history, either paper or electronic, of daily dispatch assignments for future reference and for use in checking on paperwork
- Keeps track of crew tardiness, no shows and other field disciplinary issues for HR purposes
- Solicits project progress reports and manpower requirements from installers and helpers; Adjusts field staff to meet scheduled finish dates and commitments

**Facility/Equipment**:

- Assigns vehicles to field crews and delivery teams when required; Ensures to provide notes stating any required tools, equipment and any special conditions (permits, dumpsters, etc.) that need to be taken care of and are not already listed on the work order from estimating
- Rents vehicles or equipment as necessary to supplement dealer owned/leased vehicle fleet

**Customer Service**:

- Serves customers by providing product and service information and resolving product and service problems
- Attracts potential customers by answering product and service questions and suggesting information about other product and services
- Opens customer accounts by recording account information
- Maintains customer records by updating account information
- Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Assist with calling customer to pick up orders
- Contributes to the team effort by accomplishing related results as needed

**Processes/Procedures**:

- Monitors departmental labor and personnel policies as they relate to work assignments, i.e., overtime, paid travel, per diem, incomplete installations, etc.
- Follows all company and safety policies set in place for the position and / or company and / or job site

**Organizational