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Service Scheduling & Administration Manager - Massachusetts

Ref: 873 Date Posted: Thursday 19 Oct 2023

The Service Scheduling & Administration Manager will report to the Head of Service & Operations. The role will provide daily Management of the Service Coordinator/Scheduler team. This team is critical to the smooth running of the service operation and the role requires strong organizational skills as well as the ability to deal with customers professionally, conscientiously and in a timely manner. The role is responsible for managing the scheduling team to provide a high level of proactive planning and support for the large network of Field Service Engineers, across NA, ensuring cost effective and efficient planning of field service visits and putting the customer at the heart of all planning.

Key Duties

  • Utilize and oversee SAP B1 Service Schedule Report, ensuring effective planning of routine service visits to maximize FSE’s travel and efficiency.
  • Ensure seamless and smooth running of the service delivery scheduling function.
  • Liaise with NA Service Manager, Regional Service Managers, and Field Service Engineers across North America to help manage SLA’s and workloads effectively.
  • Oversee travel for engineers, where required, maximizing efficiencies.
  • Manage the scheduling team to proactively contact customers to confirm planned maintenance (PM) visit dates within their regions.
  • Minimize the requirement to reprioritize the schedule to meet response time KPI’s, ensuring timely verbal communication with the Customer and relevant FSE of any changes to the schedule. Update Core Suite as required.
  • Ensure preventative maintenance (PM) kits have been dispatched to appropriate end-user locations one month before the scheduled PM visit.
  • Manage the team in efficient use of SAP B1 and Core Suite to utilize service call scheduling and assignments to Field Service Engineers.
  • Oversee the daily close-out of Field Service Engineer activities to ensure timely stock consumption, Service Reporting to customers and invoicing.
  • Analyze and report monthly on key service delivery metrics.
  • Champion and develop scheduling team processes to ensure continual improvement and optimum customer satisfaction.
  • Work cross-functionally with the Global Service delivery team to ensure best practices and processes are implemented and improved.

Key Skills and Qualifications

  • Prior managerial experience in a Scheduling or Technical Support role, leading a successful team in a fast-paced environment.
  • The ability to manage time effectively, prioritizing tasks and goals for the team.
  • Expertise with keeping stakeholders informed of schedule changes and answering queries.
  • Effective at managing customer expectations
  • Strong all-around communication and interpersonal skills through phone and E-mail.
  • The ability to multi-task with good time management skills. Can quickly jump from task to task while staying on top of the workload.
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