Arrange and dispatch field service technicians for calibration, maintenance, and repair tasks according to client needs and technician availability.
Develop and optimize daily, weekly, and monthly service schedules, ensuring efficient technician assignments that reduce travel time and adhere to service level agreements (SLAs).
Confirm service appointments with clients, manage scheduling issues, and ensure that all customer requirements are clearly understood and addressed.
Monitor job status and adjust schedules in real time to accommodate delays, cancellations, or urgent service requests.
Oversee service order logistics, including ensuring the availability of equipment, verifying technician certifications, and managing necessary documentation.
Work closely with sales, customer service, and operations teams to ensure schedules are aligned with customer contracts, service agreements, and priority levels.
Track and report key scheduling metrics, including technician utilization, on-time service performance, and service completion rates.
Maintain up-to-date and accurate records within scheduling software, ensuring data integrity and timely updates for relevant teams.
Support workforce planning by predicting service demand and identifying potential gaps in resources.
Continuously refine scheduling processes and tools to improve service delivery and enhance customer satisfaction.