Role Purpose

Schedulers play a critical role in coordinating Field Service Teams by booking and confirming customer appointments and ensuring high-quality customer service. They are responsible for optimizing fleet utilization, facilitating communication between customers and Field Teams, and driving installation productivity and quality.

Key Performance Areas

Key Performance Areas would include, but are not limited to:

1. Scheduling Appointments:

• Coordinate appointments with customers for site surveys, installations, call-outs, and CPE removals.
  
• Ensure timely booking and confirmation of appointments, taking into account technician availability and customer preferences.
  
• Manage customer expectations and ensure diligent communication in regard to postponement or completion of appointments.
  

2. Drive Installation Productivity and Quality:

• Monitor and drive installation productivity and quality standards to meet or exceed organizational goals.
  
• Provide support and guidance to Field Service Teams to optimize performance and customer satisfaction.
  

3. Ticket Management:

• Ensure all assigned tickets are accurately updated with required information, including appointment details, customer preferences, and technician notes.
  
• Track ticket status and progress to ensure timely resolution and closure.
  
• Maintain a high standard of customer engagement via the ticket.
  

4. Fleet Monitoring:

• Actively monitor fleet activities, including technician locations and vehicle status.
  
• Address any issues or concerns related to fleet operations promptly to minimize disruptions.
  

5. Customer and Installer Communication:

• Maintain regular communication with customers and installers to provide updates on appointment scheduling, changes, and confirmations.
  
• Address customer inquiries and concerns professionally and promptly to ensure a positive customer experience.
  

6. Appointment Coordination and Tracking:

• Coordinate, prioritize, and track daily progress of appointments to ensure efficient utilization of resources and timely completion of tasks.
  
• Monitor appointment status and reschedule as needed to accommodate changes or unforeseen circumstances.
  

7. Documentation and Reporting:

• Ensure job cards are completed thoroughly and ensure customer sign-off for appointments.
  
• Generate daily/weekly reports on scheduling activities, appointment status, and fleet performance as required.
  
• Liaise with the inventory manager to ensure that stock levels remain sufficient.
  

8. Technical Support:

• Assist technicians by ensuring that all relevant information contained in the ticket is given through to them.
  

Requirements

Required Skills and Experience

• Minimum 2-3 years’ experience in a similar role.
  
• Proficient with MS Office.
  
• Effective planning skills.
  
• Time management skills.
  
• Team player.
  
• Strong interpersonal skills.
  
• Ambition and determination to succeed.
  
• Good analytical and problem-solving skills.
  
• Strong knowledge of the company and all of its services and Departments.
  
• Self-disciplined, motivated and organised.
  
• Initiative, ability to manage own time.
  
• Always customer orientated, making customer needs the primary focus.
  
• High resilience and ability to work under pressure.
  

Educational Requirements

• Grade 12.
  
• Specialized certifications would be an advantage.