Plannor of Network Operations

About the Role:

The Planner is a core member of the Network Operations team responsible for scheduling, dispatching, and coordinating field resources to meet service commitments. You will use Field Service Lightning (FSL) to book, adjust, and manage service appointments; match the right technician to each job based on skills, location, and availability; and ensure clear, timely communication among technicians and internal stakeholders. Your work directly supports on-time performance, efficient use of resources, and high customer satisfaction.

This position can be filled remotely anywhere within the country.

What You’ll Do:

• Schedule and dispatch internal technicians and third-party contractors
• Book, reschedule, and cancel service appointments in FSL, ensuring the appropriate technician skill set is matched to each work type and territory.
• Apply scheduling policies (Customer First, Customer Request Date, Emergency) to prioritize work appropriately.
• Serve as the central point of contact for technicians; respond to changes, and questions to support successful job execution.
• Align with local operations managers to address day-of disruptions, ensure coverage, and meet commitments.
• Assist with emergency dispatch requests as directed to ensure rapid response to critical events.
• Follow approval and rejection processes for after-hours work orders when applicable.
• Update appointment details, attachments, bridge information, and internal notes to ensure complete, accurate information passes to third-party contractor technicians.
• Other duties as asigned by manager. 

Tools You’ll Use:

• Salesforce Field Service Lightning (FSL), including Gantt calendar, map options, scheduling policies, appointment actions, activities, attachments, and chatter
• Standard appointment statuses and work order/service appointment workflows for field and third-party resources

Do You Have:

• Strong communication and interpersonal skills with the ability to coordinate effectively between technicians and internal teams
• Detail-oriented with solid problem-solving skills; comfortable making real-time decisions in a fast-paced environment with shifting priorities
• Ability to learn and use scheduling/dispatch software (experience with Salesforce FSL is a plus).
• High School diploma or equivalent and 5+ years experience with 3+ years directly related to the job.  College hours or a college degree may be substituted for some experience as deemed appropriate.

Even Better:

• Prior experience in network operations or dispatching is desirable but not required; entry-level candidates with demonstrated organization and customer focus are encouraged to apply.
• Fast-paced operations center with structured shifts that may include after-hours or emergency support as needed
• Team-oriented culture with collaboration across planners, managers, and field technicians

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.