Job Summary
As the Field Service Scheduler, you have a vital role in ensuring efficient scheduling and coordination of service visits, while maintaining excellent communication with both customers and technicians. This is a full-time position that requires strong multitasking abilities, electro-mechanical knowledge, and exceptional customer service skills.
Essential Functions
- Main point of contact for customers seeking service for their machines.
- Responsible for monitoring the service technicians workload and scheduling function.
- Analyzes customer request patterns, including volumes, trends, and attrition rates.
- Utilizes the analysis results to forecast technicians workload and builds scheduling plans to meet business objectives.
- Maintains and adjusts staffing schedule assignments to maintain key performance indicators.
- Respond promptly and professionally to inquiries, service requests, and complaints.
- Ensure timely dispatch of technicians, considering service priorities and urgency.
- Manage service tickets, ensuring accurate documentation of service activities.
- Provide guidance to field service technicians as needed, and if required, connect them with a resource for troubleshooting and problem-solving.
- Collaborate with technicians to determine appropriate spare parts and tools needed for service visits, ensuring preparedness for each assignment.
- Identify recurring issues in service requests and escalate to the manager for follow-up.
- Collaborate with the service team to find areas for improvement.
- Perform other duties as assigned.
Required Knowledge, Skills, and Abilities
- Excellent communication skills, verbal and written, with a customer-centric approach.
- Good organizational skills and the ability to prioritize tasks effectively, work under pressure, and adapt to changing priorities.
- Proficiency with CRM, Microsoft Dynamics, or similar customer management software and scheduling tools.
- Proficiency with all Microsoft Office products.
Education and Experience
- 2 or 4-year degree in mechatronics or similar technical, electro-mechanical studies or trade school preferred.?
- 2+ years scheduling experience in a service environment required.
- Proven experience (min. 3 years) in service coordination or a similar role. Experience with packaging machinery a big plus.