Director of Field Service Scheduling

About Quench

Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Quench bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,200 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit .

About Culligan

Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solution for businesses. Culligan's network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. Many of Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises. For more information visit .

Values: 5Cs

Culligan as One

Customers come first

Commitment to Innovation

Courage to do what's right

Consistently deliver exceptional results

CQ is seeking a strategic and results-oriented Director of Field Service Scheduling to lead, develop, and inspire a high-performing national team—driving operational excellence, and supporting scalable growth across the organization.

This key leadership position is responsible for overseeing the scheduling and dispatch process while also managing complex cross-functional programs related to customer installations, service rollouts, and internal process improvements. With a focus on customer experience, operational efficiency, and continuous improvement, this role will play a pivotal role in ensuring that services are delivered on time and in line with CQ’s high standards of service excellence.

This position combines operational rigor with the need for cross-functional coordination, requiring an individual who excels in service environments and can balance immediate scheduling demands with long-term project delivery and strategic performance goals. The ideal candidate will have a deep understanding of customer service needs, scheduling optimization, and continuous improvement initiatives to drive higher levels of customer satisfaction and operational success. This position reports directly to the Vice President of Service Operations.

Responsibilities

• Team Leadership:
• Lead, mentor, and develop a high-performing national team comprising Managers, Project Managers, Schedulers, and Escalation team members.
• Define and implement clear team structures, roles, and performance expectations to ensure alignment across scheduling and project management workstreams.
• Foster a culture of accountability, collaboration, and responsiveness, ensuring that team members are empowered to make decisions that improve both internal processes and the overall customer experience.
• Encourage a culture of continuous improvement, where regular feedback loops, innovation, and skill development are prioritized.
• Conduct performance reviews and provide consistent coaching to elevate the performance of both individual team members and the team as a whole.
• Scheduling:
• Own and refine the national scheduling strategy, ensuring that technician coverage is optimized, routing is efficient, and service-level agreements (SLAs) are consistently met or exceeded.
• Standardize and optimize scheduling workflows, tools, and processes to ensure consistency and visibility across the team, leveraging technology to improve efficiency and accuracy.
• Ensure that scheduling decisions align with customer expectations, balancing operational constraints with the goal of delivering superior customer experiences.
• Champion continuous improvements in scheduling processes and methodologies, using customer feedback and data insights to refine approaches.
• Project Management:
• Oversee strategic customer projects, large-scale installations, and service rollouts that require coordination between multiple internal teams such as Sales, Service, Supply Chain, and Customer Care.
• Ensure Project Management serves as the main point of contact for cross-functional teams to align project goals, timelines, and resource requirements.
• Develop and implement project plans that ensure timely execution, resource allocation, and customer satisfaction.
• Track key milestones, manage project risks, and provide regular status updates to stakeholders, ensuring any roadblocks are promptly addressed.
• Process & Performance Management:
• Leverage data analytics to monitor and improve scheduling compliance and route efficiency. Regularly report on performance metrics and drive the adoption of best practices across the team.
• Continuously assess and optimize workflows to enhance operational efficiency, reduce delays, and streamline communication, ensuring a smoother experience for both customers and technicians.
• Identify and implement opportunities for process automation, innovation, and improvement, particularly in areas such as technician scheduling, dispatching, and project management.
• Provide senior leadership with regular insights into service performance, resource planning, and the effectiveness of continuous improvement efforts.
• Develop and implement key performance indicators (KPIs) to track success, holding the team accountable to these metrics while continuously seeking ways to improve service delivery.

Continuous Improvement Focus

• A key responsibility for the Director of Scheduling & Project Management will be driving continuous improvement across all facets of scheduling, dispatch, and project management. The Director will be responsible for:
• Fostering a mindset of innovation : Encourage the team to constantly assess processes and identify opportunities for improvement, ensuring that CQ remains at the forefront of customer service excellence.
• Implementing customer-centric changes : Utilize customer feedback to drive improvements in service delivery, enhancing the customer journey from scheduling to post-installation follow-up.
• Data-driven decision making : Utilize real-time data and performance metrics to evaluate current practices and make informed decisions on areas that require refinement.
• Employee development and training : Regularly invest in team training, ensuring that the team has the skills, tools, and knowledge needed to support a culture of continuous improvement and superior customer service.

Requirements

• 7+ years of experience in field service scheduling or related operations roles, with a proven track record of managing high-performing teams in service-driven environments.
• Minimum of 3 years' experience in people leadership, managing teams in fast-paced, dynamic settings.
• Ability to collaborate effectively across functions, influencing stakeholders in Sales, Service, Supply Chain, and Customer Care to ensure aligned project objectives and timelines.
• Proven success in driving operational efficiency, process optimization, and continuous improvement.
• Strong organizational skills with the ability to manage competing priorities and rapidly shifting customer demands.
• Proficiency in Microsoft Office and scheduling/dispatch software; Salesforce and Power BI experience is a plus.
• Bachelor's degree preferred, or equivalent experience in service operations and project management.

This role offers a unique opportunity to shape the future of CQ’s service operations while directly impacting the customer experience. The Director of Scheduling & Project Management will be instrumental in driving operational excellence, ensuring that every customer interaction—from scheduling to service delivery—is seamless, efficient, and meets the highest standards of quality. If you are a strategic thinker with a passion for leadership, customer satisfaction, and continuous improvement, we invite you to apply and help us elevate our service operations to new heights.

Equal Opportunity Employer:

We are committed to fostering an inclusive workplace and hiring employees without discrimination based on race, color, religion, gender, disability, age, or other factors prohibited by law.

Quench is an Equal Opportunity Employer.