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 technician's workload and scheduling function.
Analyzes customer request patterns, including volumes, trends, and attrition rates.
Utilizes the analysis results to forecast technician's 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.