Field Service Scheduler

**Company Overview**
Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.

**Main Purpose of Role**
Taking ownership for scheduling all engineer service visits, service agents and planning regional engineers’ diaries. Main point of contact for all of our field service team receiving site reports, checking for accuracy and ensuring the action taken by service partners & engineers any necessary action is taken and is adequately reported back to all interested parties.

**Key Accountabilities**
- Organising a team of field service engineers’ diaries. Working together with the field service team to ensure visits are scheduled within a defined timescale & to KPI’s
- Co-ordinating training needs for the field service team and service agents to ensure their knowledge is accurate and up to date to promote excellence.
- Processing service reports from GDHV employees and Third Party service partners within a defined timescale & to KPI’s. Focusing on customers’ needs and requirements.
- Taking ownership of Third Party Service Partner documentation and maintaining to ensure compliance.
- Raise cheque requisitions and purchased orders on behalf of Technical Services to deliver the expectations of customers.
- Liaise effectively with all departments to meet the needs of the business.
- Liaise effectively with our external service agents to meet the needs of the business and provide a positive experience.
- Work to agreed objectives & KPI's, exceeding them where possible.
- Forward thinking to manage and prioritise own workloads, escalating where appropriate.
- To maintain a strong knowledge of the client specific procedures and policies to promote excellence.
- To fully embrace Treating Customers Fairly, and conduct business in a manner which conforms to this.
- To fully embrace company values, ensure they are embedded in day to day activities.
- To understand GDPR regulations and ensure that, at all times, the regulations are adhered to. To consistently comply with Health and Safety Regulations in all aspects of general duties.
- Support the Technical Services Manager.

**Skills, Knowledge and Experience**
**Essential Criteria**
- Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
- Exceptional customer service skills with a customer-first attitude
- Ability to work well under pressure
- MS Office User
- Good with people and ability to see a job through to conclusion
- A commitment to continuous improvement both personally and for the role

**Desirable Criteria**
- Knowledge of GDHV Products or similarly qualified
- Scheduling.

**Travel**
You will be required to travel to other parts of the GDHV business on occasion.

**Glen Dimplex Values**
At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to:

- Think Customer
- Care About People
- Value Innovation
- Keep It Simple

**Acknowledgement**
This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.