- Real-time active use of Oracle Field Service scheduling by updating service calls with documentation of service actions.
- Monitor service and project calls to assist in routing and scheduling technicians efficiently based on SLA requirements, technician availability, and technician location via a Gantt chart.
- Demonstrate understanding of assigned territory such that reassignment of calls can be effectively handled based on technician's current location.
- Create, update, or close service requests and work orders as required in scheduling system this may include requests from customers via phone, email, chat or text.
- Monitor communication channels to answer internal or customer escalations for assigned region, coordinating with Service Technicians and District Managers.
- Provides support and resolve problems encountered by the Field team.
- Collaborates with key stakeholders in assigned region in performing functions to contribute to effective resource allocation and assignment as well as the districts' overall objectives and targets.
- May be required to take technician requests to provide device access.
- The ideal candidate has experience in field tech scheduling and using software similar to Oracle-based products.
- Customer Service skills in handling a variety of calls from customers and field technicians.
- Work with Microsoft Office tools like Outlook, Word and Excel.
- Excellent communication, organization, and problem-solving skills.
- Ability to work independently and within a collaborative team environment.
- Ability to exercise sound judgement and decision-making in analyzing and solving problems.
- Punctual and reliable.
- Multi-tasking with astute attention to detail.
- Initiative and drive to achieve satisfactory KPI's for scheduling activities.
- Demonstrated ability to work effectively and professionally under pressure, in a team-oriented environment, with frequent changes to deadlines and priorities based on customer and team needs.
- This is largely a sedentary role, requiring use of typical office equipment such as computer, computer accessories, and telephony system.
- Work from office required.
- High school diploma or GED.
- Prior customer service or equivalent problem-solving experience required.
- Effective use of Microsoft applications including Windows, Outlook, Excel, and Word.
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Scheduler - Elmhurst, United States - Burroughs, Inc
Description
Description
The Scheduler position at our company plays a crucial role in ensuring the efficiency of our Field Service technicians and meeting customer SLAs. If you're looking to join our Scheduling team, here's what you'll be doing:
Working Conditions:
