I&c Scheduling Coordinator

Overview:
Purpose of Position (Summary):
Responsible for the day-to-day coordination and scheduling of I&C Technicians activities to meet the client’s expectation while maximizing utilization and productivity of the Technicians.

Coordinate and schedule Technician activities to maximize onsite inspection activities efficiently and achieve Key Account Key Performance Indicators (KPI). Ensure all scheduled activities are clearly recorded and articulated utilizing the I&C tools and processes. Interact and liaise with clients to meet the expectations of HCL Safety and their needs. Coordinate access equipment, when require, including SAP administration of purchase orders and goods receipting. Provide telephone support to field technicians in real time with respect to Provide administrative support as part of the incoming enquiry telephone team.

**Responsibilities**:

- % of Time



Major Responsibilities

85%

1.

**Day-to-day coordination and scheduling of I&C Technicians**

1. Co-ordinate and schedule I&C Technicians daily work load to meet the expectations of the customer. Ensuring consideration of time required on-site and travel requirements are taken into consideration.

2. Maintain CRM with customer and site information

3. Provide Technician correct workbooks including relevant data from previous inspection.

4. Organise rental plant access equipment to meet the expectations of item 1.

5. Ensure project resource utilisation meet and exceed key performance indicators - Maximise logístical efficiencies maintaining a minimum utilisation rate of 85% (working on site)

6. Ensure resources are positioned geographically to meet forecast demand

8. Create and provide site specific RAMS for clients following request.

9. Clearly communicate plans with Technicians and Clients.

10. Rearrange inspection tasks as needed.

11. Drive flexible inspection visits with clients - ie HCL Technicians ability to arrive on-site any time in a given month to carry out task, minimising client specific requested for timed and dated arrivals.

12. Organise last minute inspection activities for Technicians (Install and I&C) following a cancellation of other planned works.

13. Monitor and report individual Technician utilisation on a weekly basis.

10%

2.

**Provide call centre customer support**

1. Answer incoming customer calls and resolve customer query

2. Be an active member of customer service team by proactively promoting HCL Safety and providing excellent customer experience.

5%

4.

**Personnel Development**

1. Actively participate and drive monthly MOVE meetings with line management seeking areas of personal and professional development.

Qualifications:
**High Level Requirements of Position**:

- Experience (required):

- Excellent organisation and co-ordination skills
- Expertise in the use of digital trip planning tools and good knowledge of UK geography.
- Customer interaction / query resolution
- Computer competency with Microsoft office suite
- Effective communicator and problem solver
- Monitoring and reporting key metrics including Technician utilisation
- Microsoft Office suite intermediate
- Good professional customer interaction
- Ability to read architectural drawings

**Experience (preferred)**:

- Monitoring, managing and reporting of key performance metrics
- SAP and CRM
- Working knowledge of the fall protection industry and applicable standards
- Technical competency with inspection and certification process, with capability of resolving to customer queries
- Telephone customer support
- Improvement in profitability and growth

**Education (required)**:

- English and Maths GCSE Level C or equivalent
- Fluent English speaker

**Education (preferred)**:
**Travel**:
Minimal - Home based

**Budgetary Responsibility**:
Purchase requisitions for plant hire