Location: Wirksworth                          Reporting to: Scheduling Supervisor

Main Purpose

To plan the work of a nominated field service team, based on service contract commitments and customer requests. The process for which will use suitable information to be able to allocate the most cost effective and suitably qualified engineering resource. Work in conjunction with the field service teams manager to resolve conflict of customer priorities

Specific Duties

Using the Schedule Board, forward plan contract visits in accordance with the contract visit schedule notifying the Scheduling Supervisor and, if directed to do so, the appropriate Field Service Manager, where the contract commitment is compromised due to the lack of availability of the allocated primary and secondary engineers

Receive & act upon customer&'s telephone calls entering details into the Service Management System in accordance with established procedures.

Using local knowledge and information relating to engineer skill availability, allocate the appropriate engineer to ensure that customer expectations are met.

Work with the Scheduling Supervisor and, if directed to do so, the appropriate Field Service Manager to resolve any conflicting priorities and/or issues that prevent full utilisation of engineers in the team.

Advise the appropriate Field Service Manager by telephone when call-back requests or contract call-outs are received from customers.

Copy the relevant Field Service Manager and Scheduling Supervisor with the work notification email associated with call-back requests or contract call-outs.

Advise the Scheduling Supervisor where the ability to provide an appropriate response to customer requests within the published target response time is compromised Monitor the progress of the calls to ensure appropriate response time is achieved.

Notify the Scheduling Supervisor of any queries and/or delays in response to allocated requests for support.

Confirm booking arrangements for all site visits with the customer and the appropriate engineering resource ensuring that all appropriate information is provided.

Route calls for spare parts and/or consumables to the Parts section

Route calls for technical support to the Technical Support Desk in accordance with established procedures

Deputise for other members of the Scheduling team as requested by the Scheduling Supervisor

To handle telephone calls in line with the established Telephone Protocol

To provide Scheduling cover in accordance with an agreed rota between the hours of 8.00am and 5.30 pm

Assist with the filing of departmental paperwork as requested

Carry out other tasks as requested by the Scheduling Supervisor Logistics Manager in consultation with the Scheduling Supervisor

Work Contacts

Customers, all xxxx Process Water personnel

Skills required

Basic computer literacy

Excellent telephone manner

Good interpersonal skills

Customer service background