Service Scheduling Specialist

Service Specialist

At Loftin, we provide certainty in an uncertain world by delivering reliable generator power solutions our customers can count on. Family owned and operated for nearly 50 years, we've built a legacy on relationships, problem-solving, and doing things the Loftin way with consistency, integrity, and a people-first mindset. We're not just providing an elite experience in power we're empowering people. Our team is family-focused, growth-minded, and driven to provide solutions that last by developing people who never stop learning. When you join Loftin, you become part of something bigger a community dedicated to powering progress and shaping a more dependable future.

You are a reliable, customer-focused problem solver. You effectively communicate through cooperation and teamwork. You are always looking to improve whether that's learning something new or seeking ways to promote better quality. You are driven to do what it takes to get the job done.

Job Summary

The Service Specialist roles handle all Service callouts, startups, planned maintenance, and repairs for their assigned Branch/Territory. This includes coordinating, scheduling, dispatching, billing, and serving as the customer's primary point of contact for all Service needs.

The Service Scheduling Specialist position focuses on optimizing scheduling and technician assignments to balance maintenance and repair work, ensuring profitability and efficiency. It involves collaboration with the service team to guarantee customer satisfaction, effective operations, and precise billing, alongside managing parts inventory and contributing to various duties and projects.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily including the following. Regardless of 'specialization', all Specialist would be cross trained on the others thus creating a cohesive team.

• Optimize both route and Tech skill set to effectively schedule all Planned Maintenance (PM) and Service repair work.
• Ensure a blend of PM and repair work to balance margin.
• Assist in researching prior parts used to ensure we have the correct parts to complete each job.
• Work in cooperation with other Service Specialists, Field Service Supervisor, and Technicians to ensure a positive customer experience, effective dispatch/scheduling, and timely and accurate billing.
• Other duties and projects as assigned.

Qualifications/Experience/Education/Skills

• Must have six months to one+ years scheduling or dispatch experience, preferably in a similar industry.
• Associates Degree in Business or Accounting, or additional equivalent relevant work experience, preferred.
• Ability to deliver high quality work product.
• Must be highly organized and have strong communication skills.
• Must be highly accountable and a self-starter.
• Strong reasoning, analytical, and mathematic skills.
• Highly competent in the use of Microsoft Office 360 and other Microsoft products/systems.
• SalesForce experience a plus.
• Strong technical aptitude, including ability to learn new systems quickly and train/support team in adoption.
• Must be able to successfully pass a background investigation, which includes a motor vehicle check, and drug screen

Competencies/Attributes

• Strong communication skills, to include written, oral, and active listening; clear and persuasive in negative or positive situations; asks relevant questions to get clarification; conveys thoughts and ideas in a concise manner; responds well to questions and feedback; demonstrates group participation skills.
• Builds and maintains strong working relationships with customers (internal and/or external) and coworkers; establishes confidence and shares knowledge with others.
• Balances team and individual responsibilities; exhibits objectivity and openness to others' views; contributes to building a positive team environment; supports everyone's efforts to succeed; recognizes accomplishments of other team members.
• Does what it takes to get the job done for the customer and/or team; nimble, adaptable, resilient, and a bit entrepreneurial; demonstrates learning agility when further developing technical, functional, and interpersonal skills.
• Resourceful problem solver; uncompromising customer service inside the organization and out; never get complacent.
• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Determines appropriate action beyond health and safety guidelines; observes all safety and security procedures; reports potentially unsafe conditions immediately; uses equipment and materials properly.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must frequently lift and /or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include color vision, close vision, distance vision, depth perception, peripheral vision, and ability to adjust focus.
• Must be able to regularly talk or hear.
• The employee is frequently required to sit, use hands to finger, handle, or feel; reach with hands and arms.
• The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.

Comp & Benefits

We offer a comprehensive compensation package. This includes benefit offerings you'd expect to see at a large company, all designed to help you take good care of yourself and your family. The benefits include:

• Choice of two subsidized Medical plans PPO, and HDHP/HSA options
• Health Care and Dependent Care Flexible Spending Accounts
• Subsidized Dental and Vision plan
• Traditional 401(k) and Roth 401(k) plans, with an immediately vested dollar for dollar (up to 4%) employer match
• Disability short-term & long-term, 100% employer paid
• Basic Life/AD&D, 100% employer paid
• Voluntary Life/AD&D available for employee, spouse and children
• Voluntary Critical Illness and Accident coverage
• Voluntary identify theft protection coverage
• Vacation and Paid Sick Time
• Paid Holidays
• Tuition Reimbursement

Power As A Certainty Since 1976

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.