Services Department Scheduler

1 week ago

Makati City, National Capital Region, Philippines EMAPTA Full time ₱1,200,000 - ₱2,400,000 per year

We offers 24 hour, 7 days per week Adhoc Service & Emergency Call Out Support to our contracted clients. During business hours (7am-4pm Monday – Friday AEST) clients are able to contact our head office regarding service requests of this nature. This is a dynamic role requiring a combination of quick thinking, adaptability and while supporting solid regimentation of procedure.

Job Overview:

Employment type: Full-time

Shift: AU Timezone

Work setup: Hybrid initial set up - 1st 2 weeks fully in the office, then after, transition to Hybrid Setup (1x a week every Monday)

Role Overview:

  • Design Action incoming phone call requests for Adhoc Service or Emergency Callouts.
    • Action incoming email requests for Adhoc Service or Emergency Callouts.
  • Action requests for Adhoc Service or Emergency Callouts by Client Managers or other internal personnel.
  • Answering of general incoming phone enquiries including redirection to the appropriate function/person within our company.
  • Administrative management of Service Department email account
    • Log service calls within company ERP System.
  • Confirm priority of service response based on client request and/or nature of request.
  • Allocate appropriate field service technicians to complete service calls.
  • Manage service technician bookings via service calendar.
  • Organize and/or reallocate field service technicians for changed attendances or return visits.
  • Follow through all jobs to practical completion.
  • Maintain strong communication with all field service technicians.
  • Maintain strong communication with all internal office functions/personnel.
  • Facilitate sharing of service technician resources to support other functions within the business to promote excellent customer service.
  • Work Order management
  • Ensuring the timely completion and return of all service reports and documentation by field service technicians.
  • Preparation and issue of Service Department Invoicing
  • Organize supplier purchase orders for parts within 48 hours and prior to completion of client invoicing.
  • Act as liaison for important information between business functions.
  • Prepare service call status reporting monthly for Client Managers.
  • Ensure all service department invoicing is accurately prepared and issued to contracted clients to meet financial targets.

Skills and Competencies:

  • Strong experience working with dynamic industry requiring excellent organization and nimble flexibility to pivot and/or modify planning to achieve desired customer service outcomes.
  • Strong grasp of English. Experience working with Australian customers.
  • Strong interpersonal and communication skills – verbal and written.
  • Excellent problem-solving skills
  • Quick Learner
  • Able to identify need to ask for further information and/or escalate issues
  • Excellent customer focus, and self-motivation

Job Type: Full-time

Application Question(s):

  • What are the Industries/LOB's you've supported as a Scheduler?
  • Do you have experience supporting a client/company based in AU/US/UK?
  • Are you willing to work on a Hybrid Setup (Makati) for this role?

Experience:

  • Scheduler: 3 years (Preferred)

Work Location: In person

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