Service Desk Scheduler

Recruiter
Confidential
Location
Peterborough
Salary
25000.00 - 30000.00 GBP Annual + Negotiable DOE
Posted
13 Jan 2021
Closes
10 Feb 2021
Contract Type
Permanent
Hours
Full Time
GBR Recruitment are working in partnership with a specialist vehicle / specialist machinery manufacturing business recruiting for a Service Desk Scheduler with strong technical and customer service background, with a passion for delivering customer satisfaction.

If you come from a plant machinery, off highway, municipal, forklifts / MHE machinery background then this could be the ideal role for you, working in a small service desk team.

This role involved part office & part home working currently due to Covid.

Role Overview:

To work within a small team of Service Desk Schedulers and work with both our customers and our Field Engineers on all aspects of Service Desk Scheduling in an efficient and effective manner interacting with customers in a friendly and knowledgeable style.

Duties:

* Answer incoming customer calls and emails to log maintenance requests or report breakdowns within the agreed time limit

* Responsible for engineers' day to day work and utilisation and assist proactively with achieving a high level of first time fix.

* Schedule service engineers to respond to customer calls, using knowledge of the length of time, complexity of jobs and customers contractual service level agreements.

* Be able to discuss minor technical queries or explain technical situations with customers in a user-friendly manner

* Prioritise and coordinate customer requests, maximising engineer utilisation

* Plan and ensure efficient delivery of contract, planned and rework service jobs

* Make outgoing calls to follow up on quotations and check that the customer is satisfied with the service given

* Raise and issue pro-forma and final invoices within the agreed timescales.

* Deal with the paperwork necessary for tracking service calls and parts orders, ensuring that engineer's parts are correctly ordered and allocated.

* Chase parts back orders for all outstanding jobs as required ensuring good customer service.

Skills & Experience:

* Experience of working in a telephone scheduling role or workshop planning

* Engineering technical knowledge of vehicles (plant, off highway, municipal, forklifts / MHE)

* A qualification in engineering, mechanics, manufacturing, plant or similar is desirable

* Excellent organisational and administration skills

* Experience of dealing with a busy call desk and respond to pressure situations quickly

* Good IT skills, with SAP knowledge an advantage

Interviews to take place immediately with an immediate start for the right person