Service Operations Specialist
The primary role of a Service Coordinator / Scheduler involves facilitating the delivery of exceptional customer experiences by ensuring seamless service coordination and effective scheduling.
* Coordinate proactive service calls, scheduled works, maintenance, and installations to maintain productive schedules, technician engagement, and open communication channels.
* Maximise technician productivity through forward-thinking planning and scheduling strategies.
* Monitor and review technician progress, updating ServiceMax (our software system) and customer portals, manage revisits, and reduce backlog through recovery scheduling techniques.
* Provide clear and timely communication to customers, fostering trust and satisfaction.
* Collaborate with Service Sales and Technical Support teams, streamline administrative tasks, and prepare detailed reports.
* Manage travel arrangements for technicians as required.
* Review and optimise the on-call roster for technicians, ensuring 24/7 coverage and close out all call-outs within 24 hours to facilitate efficient invoicing processes.
* Effectively manage technician inventory, maintaining optimal stock levels, sourcing non-stock items, and overseeing ordering and distribution to branches and contractor networks.