Helpdesk Scheduler

5 months ago

Salford, United Kingdom Thermatic Group Full time

We are looking for a **Helpdesk Scheduler** to join the **Technical Services Centre Team** at Thermatic Technical FM.

As a Thermatic TSC Scheduler you are a member of the Technical Services Centre within the Operations team. The Operations team’s main aim is to ensure Thermatic is operating as effectively, efficiently, and safely as possible. As a TSC Scheduler you will support this purpose by coordinating, managing, and being accountable for the planned maintenance activity across a defined Thermatic contracts division.

To be succesful in this role, you will have strong communication skills and a collaborative approach to working. Outstanding problem-solving skills and strong customer service and interpersonal skills to deal with different customers and departments within the business.

Previous experience in successfully scheduling a remote, distributed workforce is essential. We're looking for someone with a strong background in managing engineer schedules, who can generate planned PPM and statutory maintenance schedules. Experience in assisting with billing and invoicing for PPM works is also essential, as is familiarity with using a Computer Maintenence Management System (CMMS), preferably JobLogic.

**The Benefits**:

- 33 days holiday (inc bank holidays) + a day off on your Birthday
- Auto-enrolment Pension
- Extensive Healthcare & Wellbeing provisions including:

- Private Medical Insurance (no excess)
- Dental & Optical cash back scheme
- Employee Assistance Programme
- Access to virtual GP support
- Health discounts
- Access to annual health screening
- Enhanced Family Leave policies
- Free parking
- Company events
- Gym facilities onsite
- Referral bonus
- Employee of the Month awards
- Long Service Awards

**Hours & Location of Work**:

- Main location - Thermatic Head Office, Salford. Opportunities to work remotely will be available.
- Regular hours of work - Monday to Friday, 8am to 5pm - 40 hour working week

**Responsibilities include**:

- **Efficiently manage, monitor, and schedule Thermatic mobile engineers**:

- Taking information from service request calls from customers, engineers, Job Logic PPM, and statutory requirements to assign the appropriate engineer resource via the Thermatic system
- Ensure engineer devices are operational and communicating effectively
- Consistent review of Thermatic scheduling tool to ensure PPM demand is scheduled efficiently and effectively and that status changes to work orders are completed in accordance with expectations
- Ensure daily communication is in place with the relevant contracts team to ensure engineers have sufficient workload and future works are scheduled or re-scheduled
- Adjust and reschedule engineers’ activity to take account of daily fluctuations in service requests in line with agreed hierarchy of criteria such as SLA achievement, reduced travel, reduced costs, and utilisation of engineer skill sets
- Escalate any issues in a timely manner and to the appropriate line management
- Contribute to monthly business review meetings by furnishing and discussing critical account information pertinent to current operational performance data
- Ensure accuracy of service request information into Job Logic and customer portals
- Generate planned PPM and statutory maintenance schedules
- Communicate regularly with engineers to monitor daily schedule of planned activity, ensuring it is up to date and amending schedules to cope with any reported discrepancies from plan
- Provide additional service administration support as required
- Have full understanding of customer requirements and expectations
- Assist in invoicing and billing activities for PPM
- Log occurrences of non-compliance of engineers and escalate to relevant line management
- Be an active member of the contracts team to achieve optimum levels of service delivery and customer satisfaction

**Our People**

We’re a business built on people and it’s the people that make us different from other companies. If you believe your skills and experience can bring value to this role then we'd love to hear from you.

We’re a diverse group and encourage our people to be independent thinkers and collaborative doers to create a supportive culture full of passion.

We provide opportunities for growth and development across our organisation through apprenticeships, professional qualifications, management training, and on the job learning. As a business that is continually growing, we’re looking to attract the best talent in the industry to grow our workforce and join our combined efforts towards our goals.

Thermatic Group is an Equal Opportunities employer and takes is responsibilities relating to Equality, Diversity, & Inclusion seriously. For further information, you can request a copy of our Equality, Diversity & Inclusion Policy.

**Guaranteed Interview Commitment** - We have made a commitment to improve employment opportunities for ex-military personnel. Therefore, you will be guaran

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