About Direct Air & Pipework Ltd
Direct Air & Pipework Ltd provides sales and service support for compressed air equipment to engineering companies throughout the UK, operating from our Coventry and Cheltenham offices.
Due to an increased workload and continued demand for our services, we are looking for a Service Planning Coordinator to join our Coventry-based Service Department.
This is an important role within the business, responsible for coordinating engineer schedules, communicating with customers and ensuring our field service operation runs efficiently.
The role involves balancing planned servicing with reactive requirements and adapting schedules when priorities change.
The Role
Working alongside the Service Coordinatiom Manager and the wider Service Department, you will be responsible for planning, coordinating and continually reviewing the daily and weekly workloads of our field service engineers.
Key Responsibilities
- Planning forthcoming service schedules to ensure engineers' time and travel are organised as efficiently as possible.
- Coordinating field engineers' weekly and daily schedules, ensuring workloads are achievable and appropriately prioritised.
- Balancing planned preventative maintenance and routine service visits with reactive breakdowns, urgent customer requirements and changing priorities.
- Continually monitoring the live engineer schedule and responding to changes such as job overruns, cancellations, engineer absence, emergency callouts and customer requests.
- Planning engineers geographically to minimise unnecessary travel and maximise productive working time.
- Allocating work to the most appropriate engineer, taking into account location, availability, skills, experience and the requirements of the particular job or equipment.
- Liaising directly with field engineers regarding schedules, priorities, job information and changes to their working day.
- Liaising with customers regarding planned service, maintenance and breakdown visits.
- Contacting customers to confirm appointments and making alternative arrangements when visits need to be changed.
- Proactively communicating delays or changes to customers and managing expectations regarding engineer attendance.
- Monitoring upcoming service and maintenance requirements to help ensure scheduled visits are completed within the required timescales.
- Checking that jobs are ready for attendance and that relevant information, access requirements, parts, materials and other requirements have been identified wherever applicable.
- Working closely with the Stores team to help ensure engineers have the necessary parts and materials available for scheduled work.
- Working with Sales and other departments where required to coordinate customer requirements and engineer workloads.
- Working closely with the Service Coordination Manager to maintain an effective and organised service operation, and escalate issues when required.
- Maintaining accurate customer, job and scheduling information within the company's service management and administrative systems.
- Creating, updating and maintaining service jobs and engineer appointments within the relevant systems.
- Monitoring outstanding and incomplete jobs and assisting with the coordination of follow-up visits where further work is required.
- Assisting with the monitoring of service performance, including outstanding jobs, overdue service work, response requirements and engineer utilisation where appropriate.
- Identifying scheduling, operational or customer issues that require escalation to the Service Coordination Manager or relevant manager.
- Carrying out accurate data entry, record keeping and general Service Department administration.
- Working in conjunction with the wider Coventry-based Service Department, Stores and Sales teams to ensure engineers' workloads are organised effectively.
- Undertaking other Service Department administrative duties as required to support the smooth running of the department.
About You
This position would suit someone who is highly organised, confident communicating with customers and engineers, and comfortable managing a busy and continually changing workload.
You will need to be able to analyse information, prioritise effectively and make practical scheduling decisions. You should be comfortable adjusting plans at short notice while maintaining a professional service to customers.
The successful candidate will demonstrate:
- Excellent organisational, coordination and planning skills.
- Strong attention to detail and accuracy.
- Excellent written and verbal communication skills.
- A professional and confident telephone manner.
- Good problem-solving and decision-making skills.
- The ability to remain organised when priorities change throughout the working day.
- The ability to multitask and prioritise competing requirements effectively.
- Confidence communicating with field-based engineers and customers.
- Good geographical awareness and the ability to plan workloads efficiently across different locations.
- Confidence working with computers and administrative systems.
- Proficiency in the Microsoft Office suite.
- Accurate data-entry and record-keeping skills.
- The ability to work effectively both independently and as part of a wider team.
Experience
Previous experience in one or more of the following would be advantageous:
- Service coordination or service planning.
- Scheduling field-based engineers, technicians or other mobile workforces.
- Working within an engineering, maintenance, facilities or technical service environment.
- Customer service within a busy service department.
- Using service-management, job-management, CRM or scheduling software.
- Managing planned and reactive workloads.
- Coordinating appointments across multiple geographical locations.
Previous compressed air industry experience is not essential, provided the candidate can demonstrate the organisational, communication and problem-solving abilities required for the position.
What We Offer
- Full-time position.
- Free parking.
- On-site parking.
- Private medical insurance (after 12 months service)
- The opportunity to become an important part of a busy and established Service Department.
Summary
As our Service Planning Coordinator, you will play a vital role in ensuring our field service engineers are deployed effectively and our customers receive a professional, responsive and reliable service.
This is more than an administrative scheduling position. You will be responsible for continually coordinating a changing field-service workload, balancing planned maintenance with reactive requirements and making practical decisions around engineer availability, geographical location, skills, customer priorities and job readiness.
You will act as an important link between our customers, field engineers, Service Department, Stores and Sales teams, helping ensure that the right engineer is in the right place at the right time with the information and resources required to complete the job.
If you are organised, proactive, confident making scheduling decisions and enjoy coordinating people and workloads in a busy environment, we welcome your application.
Pay: £26,436.80-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
- UK visa sponsorship
Work Location: In person
