Summary of the role:
Supports planning and execution across lines of business. The role converts demand signals, service due dates, and constraints into weekly capacity settings, partner guidance, and actionable plans for Dispatch and Field leadership to protect customer commitments while managing spend.
Functional Responsibilities:
Due Date & Capacity Management (Tactical Horizon)
- Manage due date performance in PACE and recommend actions to protect customer commitments.
- Adjust repair and order capacity settings for the upcoming week and inmonth as intake/backlog shifts.
- Review escalated timeoff requests and coordinate approvals/mitigations with Field Managers (FM).
- Monitor intake and backlog trends; identify emerging constraints and propose tactical levers (e.g., pressurization, rebalancing).
Weekly Resource Plan, Handoffs & Field Touchpoints
- Build and document the weekly tactical resource plan, including capacity assumptions, constraints, and recommended actions.
- Handoff next week's plan to Dispatch Managers (weekly handoff) and align on execution expectations.
- Run/participate in field touchpoints to review NADD/due dates, changes, and plan adjustments.
- Review out of load technicians and advise Field Managers on hours required / rebalancing options.
Workforce Optimization Levers (Tech Placement, Service Areas, DualSkilled Strategy)
- Ensure RGU/slot availability for key products through active capacity and slot management.
- Implement tactical pressurization levers (e.g., blue/yellow/red) by regionrelocate technicians, shift dualskilled resources, and mitigate bottlenecks.
- Review and adjust service areas to reduce travel and place technicians in the highestdemand areas.
- Develop execution plans to shift dualtrained technicians to where demand is highest; monitor outcomes and refine weekly.
Partner Capacity, Spend Governance & Invoice Validation
- Adjust partner hours based on order + repair intake and backlog; maintain partner guidance for dispatch execution.
- Review and adjust partner efficiency assumptions; reflect changes in capacity and forecasting models.
Reporting, Interlocks
- Deliver adhoc reporting and analysis to support daytoday operational decisions.
- Prepare and present materials for WOR/operations reviews, sales updates, and strategic interlocks
