About Qcom
Qcom is a long-established, independent company providing specialist technical services and aftermarket support solutions for technology manufacturers.
We pride ourselves on offering innovative, customer-focused services that help businesses thrive.
Job Summary
We are seeking an experienced Planning & Scheduling Coordinator to join our team. The successful candidate will be responsible for real-time scheduling, prioritisation, and coordination of Qcom’s nationwide field engineering resource. This role requires strong SLA awareness, fast decision-making, and excellent organisational skills to ensure customer expectations and contractual obligations are consistently met.
Key Responsibilities
Scheduling & Coverage Management
- Allocate and schedule service jobs for ~100 field engineers nationwide
- Maintain full visibility of engineer availability, locations, and workloads
- React rapidly to schedule changes, emergencies, delays, and cancellations
Service Level Management
- Monitor SLA deadlines and escalate risks early
- Proactively adjust scheduling to maximise SLA achievement
- Contribute to response time, fix time, and first-time-fix targets
Service Management System Administration
- Enter job details, updates, and closure information accurately
- Maintain real-time updates to ensure all teams have current information
- Review engineer feedback for accuracy and completeness
Communication & Coordination
- Provide clear, accurate communication to customers on job progress
- Liaise with engineers regarding workloads, parts requirements, and delays
- Coordinate updates between Service Desk, Workshop, and Field Engineering
Operational & Administrative Support
- Schedule preventative maintenance visits according to customer contracts
- Process job-related documentation, purchase orders, and email queries
- Support reporting and KPI tracking where required
Skills, Knowledge & Experience
Essential
- Proven experience in job scheduling or field resource coordination
- Strong understanding of SLAs and scheduling logistics
- Excellent time management in a high-volume, fast-moving environment
- Confident communicator with strong customer-service orientation
- Competent using CRM or service management systems
- Strong organisational and multitasking abilities
Desirable
- Experience scheduling large teams (50+ engineers).
- Knowledge of IT/technical service environments.
- KPI reporting or performance monitoring experience.
Personal Attributes
- Calm, professional, and confident under pressure
- Solutions-focused with excellent problem-solving ability
- Reliable, proactive, and committed to service excellence
- Works well within a busy operations team
Benefits Package
- Competitive salary
- Career development and internal progression
- Friendly and collaborative work environment
- up to 25 days paid holiday after long service, plus Bank Holidays
Why Join Us?
- Be part of a forward-thinking team with plenty of career growth opportunities.
How to Apply
If you’re passionate about delivering great service and eager to learn, we’d love to hear from you! Click "Apply" now, and check your inbox for further instructions.
Note: Applicants must be authorised to work in the UK. No agencies, please.
Job Type: Full-time
Pay: From £26,000.00 per year
Benefits:
- Company events
- Company pension
- Health & wellbeing programme
- On-site parking
- Sick pay
Work Location: In person
