Scheduler 1 view

Job Role

· Provide excellent Customer Service at all times to external and internal customers. Understand customer’s needs and how we can best satisfy their requirements, in-line with our business objectives.

– Phone customer’s site contact to confirm dates and times for our engineers to carry-out the work

– Follow-up promptly on any negative indications and always phone customers to update them.

· Frequently review the hubspot Service tickets for emailed instructions from customers, to enable priority reactive call-outs to be responded to and booked-in promptly.

· Look after an area of engineers and book work accordingly within that area to the most efficient way.

· Receive incoming calls from Service customers and respond to their enquiry or instruction in a prompt and efficient manner, while securing written instructions or Purchase Orders for the requested support.

· Update and maintain business systems in a diligent manner to ensure accurate information is recorded and processed promptly to enable parts to be despatched and work to be carried out promptly.

· Update business systems in real-time to reflect the dates when engineers are planned to do the work and when work is completed on site.

· Monitor parts receipt/availability using the system to ensure that orders which have all required parts allocated are dispatched on time to the correct address; normally to the engineers’ storage units.

· Follow standard routines when making changes to orders or delivery addresses to ensure Picking and Dispatch instructions are correct.

· Review system information daily, to highlight orders and scheduled work which need to be progressed, updated, expedited or chased to avoid any being over-looked or incurring avoidable delays.

· Keep Customers informed on the progress of their jobs and materials eta, particularly when delays or disruptions are encountered or anticipated. Ideally contact customers by phone and confirm by email or through portals, particularly when arranging for our engineers’ attendance at site.

· Make daily checks to ensure that Engineers have completed all jobs relating to the schedule and ensure they have filtered all cancellation through the scheduling department

· Allocate Reactive work and plan Engineer visits following guidance from the Service Operations Manager, giving due consideration to the Engineers’ health and safety at all times and ensuring engineers make the appropriate risk assessments and follow method statements and procedures.

· Plan PPM visits and LOLER Inspections to ensure these are made on time to avoid equipment passing their LOLER test expiry date, while ensuring that work is completed within budgeted costs.

· Update and maintaining system information on service contract records.

· Help to reduce field service costs by ensuring that work is allocated to engineers in an optimal way to minimise travel time and avoid return visits whenever possible.

· Ensure that Engineers have allocated time every few months to conduct a van stock check.

· Check Engineer reported times vs. tracker information and inform Service Operations Manager of deviations outside of agreed tolerances. These checks should be made on a daily basis.

· Ensure engineers’ approved holidays are updated in the planning system calendar.