Job Description & Skills Required:
An exciting opportunity has arisen within our Scheduling team for a customer focused, highly organised individual to be part of our friendly and diverse team of Engineer Schedulers. You will be in contact with our existing clients, providing a first class service in assisting them with queries as well as liaising with our Engineers to book repairs, installations, maintenance and upgrades of our product in order to meet the appropriate SLA.
You will be responsible for managing all jobs efficiently in a specified geographical area by allocating jobs in SLA sequence.
You will need to have a good level of literacy and numeracy as you will be taking detailed notes of phone calls and emailing customers and clients. A good level of IT knowledge is essential as you will be responsible for updating our bespoke system with all bookings and ordering parts.
The successful candidate will benefit from full training and ongoing support within their role as well as opportunities for progression with a company who strive to develop our staff from within.
Essential Skills: Experience within a scheduling role. Able to negotiate and persuade whilst working in a pressure environment. Good business acumen. First class customer service skills. Competent in the use of Microsoft packages.
Desire to succeed and be part of a growing team.
Main Duties: Be the first point of contact for all Engineering queries and the day-to-day coordination of jobs. Liaise with engineers on scheduling, call closures and support them with any issues that may arise. Maintain up-to-date install records and job sheets using our in- house system. Escalate any issues to the service desk supervisor and customers as appropriate. Manage the engineer daily workloads to achieve SLA. Carry out any other duties which may reasonably be expected/requested.
Be available for training as and when required.
Key Performance Measures/Indicators:
Ability to effectively coordinate a number of engineers in a designated geographical area.
Ability to prioritise workloads even if these workloads are subject to change.
Contributes to the successful completion of all engineering workloads.
Work is carried out in accordance with written and verbal instructions.
Participation in training to obtain the necessary training/qualifications and skills.
This is a permanent role after a 90 day probationary period. Working hours are either 37.5 or 40 per week. You will be required to work 5 days in a 7 day period, you may be required to work an additional Saturday dependant on business needs.
Service Desk Scheduler Lantec are a dynamic and forward thinking company. We provide technology deployment services throughout the UK and Ireland with expertise in Chip & Pin, EPOS, ATM and Networking Installations.