Bioquell, an Ecolab company, is a world leader in providing high-tech bio-decontamination equipment and services within healthcare, life sciences and military environments. Our unique low temperature, residue-free hydrogen peroxide vaporization (HPV) technology has been proven to provide rapid, repeatable, safe and reliable eradication of microbiological pathogens from rooms and other interior spaces.
This role will report into the Engineering Manager and will be responsible for delivery of customer facing activities in relation to scheduling engineers in UK, Ireland, Germany, EMEA and globally, as necessary. The role will also include the day-to-day responsibility communicating with customers and engineers, working closely with the Customer Service teams to deliver this.

ESSENTIAL SKILLS / REQUIREMENTS:

• The candidate should have at least 2 years’ experience in at least one of the following areas. Administration, project work or sales, ideally within a service or consumable environment
• Excellent Customer service and communication skills Evidence of goal achievement under time pressure
• Ability pay attention to detail across multiple work streams
• Ability to negotiate with customers and colleagues to meet delivery time scales and manage expectations
• Tenacity and positivity are a must
• Fully competent on Excel and Word Attributes:
• A passionate belief in exemplary customer service
• An energetic and positive team player
• Extremely personable, outgoing and resilient
• Strong administrative experience and detail-focussed
• Exceptional at building and maintaining relationships

DESIRABLE SKILLS:

• German Speaking, as scheduling German customers

WHAT WILL YOU DO?

The Field Engineer Scheduler will be responsible for all activities relating to engineers working on customer sites:
Work closely with UK and Global Customer Service teams and key contacts to provide seamless customer service experience for all customer interactions for a united, world class team Ensure that all enquiries are handled in a timely manner and that the customer is kept informed as their booking progresses, and that it is fully resolved to their satisfaction Work with the technical support advisors and engineers, to ensure that service levels are met in line with contractual obligations Be the point of contact in the office for the Field Engineering Team

There are three key areas covered by the Field Service Engineer Scheduler supporting all customers:

• Booking engineer preventative maintenance and breakdown site attendance Ensure that all bookings are processed accurately and in a timely manner such that spares, tools and engineers (or return to base units) are on site within the service levels and in line with customer expectations. Ensure customers and engineers are kept up to date with delays to parts, or any changes to the times and dates to the schedule. Escalate repeated site visits to Technical Manager for review
• Report sheets & invoicing Ensure that reports are processed to the customer and within 1 working day of the work being completed Review all reports for RAG status and pass information to the technical team when Amber or Red status, for start of revisit process. Ensure that all relevant invoicing is passed to Customer Service for completion
• Engineer tools, van stock and consignment stock Work with the Service Centre team to ensure that all engineers always have full tool sets in calibration and that tools are sent back for recalibration in a timely manner Ensure that any parts used from van stock or consignment stock are fed back into the system and they are using the system correctly to provide this information

OTHER TYPICAL DUTIES INCLUDE:

Adhering to the team key performance indicator goals and ensuring they are met Working with the training team to ensure that all required engineer training is booked. Monitoring engineer training plans and ensuring swift sign off. Utilising the training matrix for the required works. Provide feedback on processes to drive continuous improvement. Provide support for the Customer Service Team as required. Working with our production team to ensure parts are correctly dispatched / returned as appropriate, relating to technical request and return for repair Working with the full UK based Customer Service team to share best practice, provide support / cover to ensure customers are retained and increase positive feedback ratings for the team.