Scheduling Coordinator (Temp) at Gilbarco Veeder Root

Job description

DEPARTMENT: Technical Services

REPORTING TO: Technical Manager

PURPOSE OF POSITION

The prime objective for the scheduler is to ensure that service and maintenance calls are timely allocated to technicians and sub-contractors and feedback is given to customers all the times.

Key Responsibilities

• Ensure that calls are allocated to the right technicians to reduce repeat calls.
• Ensure more calls are resolved remotely.
• Ensure that technician routes are planned according to the calls allocated to them, in order to reduce unnecessary long travel.
• Ensure that Job cards are collected and submitted on time for processing.
• Ensure all calls to be scheduled must have the necessary documentation (approvals, safety documents, etc.)
• Ensure calls are allocated to technicians and printed a day before they are attended.
• Provide feedback to customers on a daily basis.
• Follow-up on completed calls.
• Ensure that completed Job cards are submitted.
• Daily management to be carried out on a daily basis at set times.
• Ensure that the board is updated and that the SLA is > 95%.
• Report all problematic areas to be scheduled for PSP.

POSITION RELATIONSHIPS

• Internal
• Technicians
• Project offices
• Other internal departments
• External
• Oil companies
• Sub-contractors

MEASURES OF PERFORMANCE (INDICATORS)

• Leading
• Schedule calls on time, within 30 minutes of being logged.
• All calls to be scheduled within 15 minutes after being logged.
• Lagging
• Ensure technicians attend to call with in set SLA – monthly SLA should not be less than 95%.
• Open call should be at 0% every day.