
Services Department Scheduler
1 week ago
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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