Support Scheduler

1 month ago

Oldham, United Kingdom ABCA Systems Ltd Full time

**Why ABCA?**

Here at ABCA Systems Ltd, we strive to be the very best at what we do, both in the eyes of our customers and our colleagues. We believe close working relationships are the key to success and satisfaction. We are a team, we believe in one another and support one another as we work together towards a common goal. We believe investing in our employees is fundamental to success and growth. You will discover new opportunities, take ownership of important initiatives, learn at a fast pace and become part of the ABCA family.

**Job purpose**

If ABCA sounds like the right place for you, we would love you to join our team within the Service Department. You will co-ordinate the completion of all Planned Preventative Maintenance obligations of Service & Maintenance Contracts within a designated region, supporting Schedulers planning in backlog.

**Duties and responsibilities**

**Patch Scheduler**
- You will support the schedulers to manage a Patch of Engineers within post coded areas
- Help Plan and organise the diaries daily with Maintenance/Reactive/Extra Works calls
- Avoid any uncompliant maintenance visits based on contractual compliance dates
- Revision of maintenance schedules to avoid repeat visits to the same site within a 2-month rolling period for different maintenance disciplines, whilst ensuring the correct maintenance frequency is maintained and therefore due dates remains accurate
- Management of new planned maintenance calls through to resolution including allocation to correct engineers, both in terms of skillset and geographical location
- Obtain a strong geographical knowledge of the designated Patch you are allocated along with a good understanding of logistics, traffic management and route planning
- Ensuring all engineer appointments are confirmed and agreed with site the engineer who will be attending
- Liaising with service administration team to ensure appointment letters are sent out, ensuring both in advance and with correct information
- Continuous update of CASH systems ensuring data held in regards to contact numbers, contact names and booking procedures is accurate
- When planning engineers work ensure all jobs for that site including outstanding works are booked in the same day
- Smart Planning - we expect all jobs allocated to the engineers to be as close to each other to minimise travel time between jobs
- You will be expected to cover a Patch Schedulers role to cover absence when required

**SLA’s**
- Understand and comply with customer service level agreements and in particular maintenance agreements and response time on emergency call outs are adhered to
- Understand CASH planned maintenance billing methods with ability to establish method for each contract
- Ensure order numbers are provided to cover all preventative maintenance visits

Calls being passed to Engineers
- Ensure all calls display all relevant information with correct instruction, access methods and appointment times to assist engineer in completing works as required
- Use previous history to update required man hours against each service discipline within CASH system schedule section
- Ensure the engineers complete all maintained disciplines per site during visit to increase both customer service and departmental efficiency
- Ensure engineers have the required tools and knowledge to complete the works, advising them of any specialist equipment they will need (PAT Tester) and ensuring any appointment times, especially outside of normal office hours, are achievable and agreeable
- Liaise with sub-contractors where required to fulfil maintenance requirement. Ensure information is issued and returned as required to meet compliance date

**Qualifications and Experience**
- Excellent customer service skills
- Scheduling and Planning experience essential
- Use of Microsoft Office, especially Excel
- 1st line handling of calls from engineering team and other internal staff members in regards to open call appointments and job updates.
- Ability to work in a fast paced reactive environment is essential
- Excellent communication skills with the ability to form positive relationships with engineers and customers both internal and external.
- Knowledge of Cash for Windows Database advantageous

**Personal Attributes**
- Communication and interpersonal skills, including good customer service skills
- Ability to work on own initiative and as part of a team
- Problem solving skills
- Organisation and prioritising skills
- Ability to work under pressured deadlines
- Strong geographical knowledge of UK with a good understanding of logistics, traffic management and route planning
- Ability to take ownership of your role and work using own initiative

**Company Benefits**
- Employee Assistance Programme
- Mindfulness and/or meditation apps
- Employee Discounts (supermarkets, eating out, clothes, gyms etc.)
- Dr Care Anywhere - Online GP & prescriptions
- 23 day’s holiday excluding bank holidays, increasing to 25

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