Managed IT Services

Scheduler – Field Engineering Team


Scheduler – Field Engineering Team, Waterford

We require a commercially-focused, highly-organised and experienced Scheduler for our Field Engineering Team.

 Reporting to the General Manager, the successful candidate will manage the team of field engineers, coordinate installations, oversee install quality, customer satisfaction, timelines, budgets, and commercials/billing.

The position will cover the following areas and tasks:

Pre-sales:

  • Check and validate timelines for installations based on resources allocated and similar works
  • Select engineers to carry out the job, based on experience and skillsets, attitude, customer service skills
  • Liaise with purchasing and stock control department on good dispatch and work schedule

Schedule field service engineers

  • Oversee the Schedule for Preventative Maintenance calls – 2 months in advance (resource and client-side)
  • Coordinate all Installations (small PC installs to larger server projects)
  • Schedule onsite break Fix engineers – coordinate escalations with the Helpdesk team lead
  • Schedule and manage remote install engineering – Time, tickets, utilisation and escalations
  • Schedule multiple engineers geographically spread, with commercial and Utilisation focus

Paperwork/information capture:

  • Complete project install details outlining project and tasks and timelines, in consultations with engineering where required
  • Generate Installation tickets including tasks and timelines and assign as required
  • Check install tickets post-install to ensure correct, time and items correct as per SO and clients expectations, review and close the ticket
  • Follow up with Clients post Installs to review works carried out, Client feedback and Quality control
  • Check to ensure new clients are captured against the process and Config details are input correctly for all new clients being added to the management system (Connectwise)

Customer interaction:

  • Contact client pre-visit and confirm schedule, date, time engineer attending etc.
  • Monitor engineer to ensure attending as scheduled
  • Carry out post-install quality review with clients and escalate if required
  • Assume point of contact for clients during Installations – coordinate additions and changes to the ticket and Sales orders as required
  • Sales enquiries – ensure sales enquiries from clients and engineers are passed to the Sales team and followed up with Client
  • Provide a point of contact for Clients on Installations pre During and Post Installs

Engineering:

  • Carry out ongoing install assessment on engineer’s – Pre, during and post Install
  • Translate the quotation from Sales team into Install specification for an engineer
  • Cross-check timelines allocated to the job, per assigning to engineer
  • Provide a point of contact during Installation with all engineering teams and clients manage all escalations and feedback to SAM on job progress
  • Manage schedule for on call engineer, rotas and covers for escalations – including out of hours and on-call escalation, Level 2 and escalations

Accounts and reporting:

  • Present weekly % utilisation reports per engineer for service engineering team (excluding helpdesk), manage any under utilisations per engineer and address as required,
  • Liaise with Purchasing and stock control department on stock levels and engineering requirements
  • Manage SO editing as project changes – coordinate with Purchase for changes/edits and additions
  • Review Install tickets for time, details and accuracy (ensure logged correctly) and cross-check Invoice for all installs, (as part of the Friday process)
  • Measure and report on Customer satisfaction and NPS (Net Promoter Score) statistic’s, per install team

Person requirements:

  1. Must have a technical background and be able to understand the install process and technical requirements of installs, including time lines and technical complexities.
  2. Must be commercially focused, understand utilisation reports, cost per hour and ROI on staff and where required change and redesign scheduling and Technical operations to achieve increased revenues
  3. Ability to manage multiple engineers across multiple Geographic locations – Dublin, Waterford and Cork
  4. Must have strong customer service / quality of service delivery and understand client expectations – while constantly looking to overachieve on service delivery
  5. Must take the job personally, take full responsibility and always strive for 100%
  6. Personality Traits – Strong, analytical, personable, forceful, organised, good attention to detail, expedient, commercial, motivated, quality-driven, procedural and process-oriented, people-centric, driven, persuasive, non-confrontational,

Apply now by completing the form below



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