Serving as a vital link between the customer, field service and support centre; this role requires exceptional communication and effective capacity planning and scheduling skills
Field Service Planner and Scheduler


The Field Service Planner and Scheduler training has been created for both experienced and new field service planners and schedulers operating in a manufacturing company. The training equips Planners & Schedulers with the required competencies to tackle every scheduling request, to calculate and manage required capacity to fulfil all service requests, and to know how to manage customer expectations.

The practical tools and exercises in the training will improve the way one works with customers and colleagues to ensure field service is delivered on time and according to customer expectations.

Objectives of the training

After following this training, participants will be able to:

  • Plan and control service requests and apply different scheduling approaches for different types of requests (installation, break-fix, preventive maintenance, predictive maintenance etc.)
  • Understand different maintenance strategies (preventive, predictive and proactive) and the implications on different service requests
  • Calculate the required field service capacity to fulfil all service requests according to customer requirements
  • Manage and prioritise your tasks despite unpredictable service volumes
  • Understand the purpose of each service department and how you can be the link between the support centre, smart centre, and field service
  • Know which performance metrics are used to measure the success of field service planning and scheduling and how you can drive performance
  • Communicate with customers about scheduling appointments
  • Manage customers and solve planning and scheduling conflicts with customers

Training outline

The training consists of the following modules:

  • Maintenance, Strategy, Planning and Execution Delivery Process
  • The Field Service Scheduling process and principles
  • The field service planning process and principles
  • Understand and manage the customer service experience
  • Managing your time despite unpredictable service volumes
  • The essentials of collaboration in service
  • Managing service requests as projects
  • Think analytical when delivering services
  • Communicating with customers
  • Customer centric attitude
  • Understand how to apply business competencies in delivering service

Training Features

Language: English (other languages upon request)

Price: Online Self-Paced: € 1,750

Online Coach-led: € 2,750

In-house: On-request

Duration: +/- 35 hours of self-learning that can be spread over one year

For whom: for people that fulfil a planning and scheduling role within a field service environment.

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