As the ultimate link between the customer, field service and support centre; this role needs outstanding communication and effective time scheduling skills
Field Service Scheduler


The Field Service Scheduler training has been created for both experienced and new field service schedulers operating in a manufacturing company. The training equips schedulers with the required competencies to ensure they can tackle every scheduling request and fulfil customer expectations.

The practical tools and exercises in the training will improve one’s ability to work effectively with customers and colleagues to ensure field service is delivered on time and according to customer expectations.

Objectives of the training

After 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.)
  • Manage and prioritise your tasks despite unpredictable service volumes
  • Understand what the purpose is of each service department and how you can be the link between the support centre, smart centre, and field service
  • Understand the performance metrics that are used to measure the success of field service scheduling and how you can drive performance
  • Communicate with customers about scheduling appointments
  • Manage customers and solve scheduling conflicts with customers

Training outline

The training consists of the following modules:

  • The Field Service Scheduling process and principles
  • Understand and manage the customer service experience
  • Manage your time while service volumes are unpredictable
  • 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: € 895

Online Coach-led: € 1,895

In-house: On-request

Duration: +/- 25 hours of self-learning that can be spread over one year

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

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