Scheduler
Full Time
Bridgewater
Main Purpose:
Provide excellent customer service and minimise our operational costs, by ensuring that the organisation responds efficiently and diligently to carry out our customers’ Service orders and contract commitments while ensuring that our service operations’ resources and capacity are optimally utilised and enable a high quality of work to be achieved.
Secure the operational efficiency and productivity of our Service Engineers through effective planning and deployment of all Service Contract PPMs and Inspections, Call-outs and Quoted Repairs to ensure that work is carried out on time and within the set costs and is conducted in line with internal and external Health and Safety guidance and legislation.
Work closely with Warehouse & Stock Controller to organise and co-ordinate parts and materials to maintain engineers’ van stocks and for parts deliveries to align with our engineer’s planned visits to maximise our right-first-time and first-time-fix outcomes
Responsibilities
- 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 service tickets/jobs 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 enquiries or instructions in a prompt and efficient manner, while securing written instructions or Purchase Orders for the requested support. Also take incoming calls on behalf of colleagues and handle in a professional manner.
- Update and maintain business systems in a diligent manner to ensure accurate information is recorded and processed promptly to enable parts to be dispatched 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.
- Work closely with Warehouse and Stock Controller 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 overlooked 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 cancellations 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 maintain 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.
- Issue prompt and accurate quotes for reactive works to support fast scheduling and ensure rapid turnaround on all emergency repair requests.
Person Specification
The person fulfilling the Scheduler role will be enthusiastic and have the personal desire to provide outstanding customer service to external and internal customers and colleagues whilst demonstrating the attitudes and behaviour expected by Company:
- Strong customer focus; passionate about supporting our customers through the service we provide
- Has previous experience in scheduling service orders and deliveries to customers within a comparable business where employed and sub-contracted engineers are deployed nationally to support Service customers and to fulfil a duty of care to maintain the customers’ equipment in optimum condition.
- “Can do” attitude, decisive with the desire to make things happen at a fast pace. Instinctively looks for alternative options to overcome challenges.
- “Plate spinner”; able to handle high volumes of fast-paced work scheduling while responding to changes and disruptions in an efficient manner.
- “Go to” person to resolve daily issues and priorities
- Keen to take ownership and to be proactive in improving efficiency and performance.
- Credible and confident with customers, suppliers, staff colleagues, service engineers and sub-contract engineers.
- Commercially astute and understands factors influencing service costs and business profitability.
- Has a strong, confident personality with excellent communication skills.
- Is a team player who likes to engage with and support business colleagues.
- A hands-on, structured and well-organised approach, focusing on daily disciplines as well as monthly targets and deadlines.
- Diligent and has a keen attention to detail. Work is precise and avoids administrative oversights
Job Type: Full-time
Pay: £30,000.00-£35,000.00 per year
Benefits:
Experience:
- scheduling: 2 years (required)
Work Location: In person
