Service Operations Scheduler

Department Description

Service Operations is a core function within Palmetto’s Service and Asset Management organization, responsible for post-PTO service and maintenance across the residential solar asset lifecycle. The team ensures system performance, reliability, and customer satisfaction by managing service requests from intake through resolution. This includes remote troubleshooting, site visit coordination, and field execution through both in-house technicians and a national network of service partners. 

Service Operations plays a critical role in protecting asset performance and optimizing the cost of service at scale. Our focus is to resolve issues quickly, efficiently, and with high quality—balancing speed, cost, and customer satisfaction while supporting the long-term performance of the assets we manage.

Location

This position will be based remotely in the Philippines. 

Summary of Role 

The Service Operations Scheduler plays a central role in ensuring that customers receive timely, high-quality service for their solar systems by coordinating and scheduling Field Service Technician (FST) site visits. This role manages all logistics related to appointment setting, customer communication, and alignment of technician capacity with demand.

Schedulers act as the primary point of contact for customers during the site-visit coordination process—confirming availability, explaining next steps, and ensuring customers feel supported and informed. They work closely with FSTs, Service Project Coordinators, and regional leadership to optimize routing, maximize technician efficiency, and minimize scheduling delays.

The ideal candidate is detail-oriented, highly organized, and excels at managing communication across multiple channels. They are capable of balancing customer expectations with operational realities and proactively identifying scheduling risks before they impact the customer experience.

Strategic & Tactical

• Coordinate, schedule, and confirm customer site visits for Field Service Technicians across multiple regions and time zones.
• Serve as the primary scheduling liaison for customers, maintaining proactive, timely, and empathetic communication.
• Optimize technician routes and daily workloads to increase efficiency and minimize travel time and cost.
• Review technician capacity and availability daily to construct accurate and achievable schedules.
• Collaborate with Service Project Coordinators, Asset Management Specialists, and regional leaders to ensure readiness before scheduling (e.g., materials, troubleshooting steps completed, access requirements).
• Verify customer availability, access instructions, and any pre-visit requirements to ensure a successful appointment.
• Monitor work order queues to ensure all site-visit–eligible cases are scheduled within defined SLA targets.
• Escalate scheduling risks, technician constraints, or customer-related delays to leadership when they threaten timelines.
• Maintain accurate documentation of all scheduling attempts, customer communications, and confirmations in CRM platforms such as Salesforce.
• Support team reporting by flagging chronic bottlenecks, trends, and repeat issues that impact schedule adherence or customer satisfaction.
• Participate in cross-functional initiatives to improve scheduling processes, tools, and communication standards.
• Assist with temporary surge initiatives or special projects to ensure the Service Operations organization meets overall volume and customer satisfaction goals.

Qualifications

• BS/BA is preferred.
• Minimum 2 years of experience in a customer, tech, or sales support role preferred.
• A high degree of proactiveness, adaptability, and resourcefulness to excel in a dynamic, fast-paced environment.
• Customer service mindset.
• Problem solver with attention to detail.
• Strong enterprise software skills (G Suite, Salesforce).
• Ability to work independently as well as in a team.
• Excellent communicator, both written and verbal.
• Knowledge of the construction or solar industry is preferred.

Success Defined

Success in this role is measured by the Scheduler’s ability to efficiently convert service-ready work orders into completed, high-quality site visits while maintaining a strong customer experience. Key performance indicators include:

• Time to Schedule (SLA Adherence)
  • Percentage of site-visit–eligible work orders scheduled within defined SLA targets (e.g., within X business days of eligibility). This reflects responsiveness, queue management, and the ability to prevent backlog buildup.
• FST Utilization & Schedule Efficiency
  • Technician utilization rate (e.g., average site visits per technician per day) and route optimization effectiveness. This measures how well the Scheduler aligns demand with capacity to maximize productivity and minimize travel inefficiencies.
• Customer Experience (CSAT for Scheduled Visits)
  • Customer satisfaction scores tied to the scheduling and pre-visit experience, including communication clarity, ease of scheduling, and adherence to confirmed appointment windows.