Scheduler Jobs

Description
JOB DESCRIPTION
Scheduler - Canada
What is the role of a Scheduler?
Work with the Scheduling team to provide real-time monitoring of scheduled maintenance and service calls to ensure that services provided by Burroughs Field Service technicians are as efficient as possible, and that customer SLAs are met.
The Scheduler will be using a web-based scheduling tool to monitor active service calls and will be contacting the field team via phone, text, email, or chat. The objective of this role is to ensure customer satisfaction and field efficiency through assistance to the Field Service Managers. This position may field customer escalations and take appropriate actions as needed within our systems or with our customers and the field service team.
The Scheduling team operates 24/7 and qualified candidates should be comfortable working any shift. After completion of the training program, a consistent schedule will be assigned to each Scheduler team member. This is an in 40 hour per week and requires the candidate to speak, read and write in French.
What will I be doing as a Scheduler?

• Monitor service and project calls to assist in routing and scheduling technicians efficiently based on SLA requirements, technician availability, and technician location via a Gantt chart.
• Provides support and resolve problems encountered by the Field team.
• Collaborates with key stakeholders in assigned region in performing functions to contribute to effective resource allocation and assignment as well as the districts’ overall objectives and targets.
• Real-time active use of Oracle Field Service scheduling by updating service calls with documentation of service actions.
• Create, update, or close service requests and work orders as required in scheduling system.
• Demonstrate understanding of assigned territory such that reassignment of calls can be effectively handled based on technician’s current location.
• Monitor communication channels to answer internal or customer escalations for assigned region, coordinating with Service Technicians and District Managers.

What skills do I need to be successful as a Scheduler?

• Multi-tasking with astute attention to detail.
• The ideal candidate has experience in field tech scheduling and using software similar to Oracle-based products.
• Customer Service skills in handling a variety of calls from customers and field technicians.
• Work with Microsoft Office tools like Outlook, Word and Excel.
• Demonstrated ability to work effectively and professionally under pressure, in a team-oriented environment, with frequent changes to deadlines and priorities based on customer and team needs.
• Ability to exercise sound judgement and decision-making in analyzing and solving problems.
• Initiative and drive to achieve satisfactory KPI’s for scheduling activities.
• Ability to work independently and within a collaborative team environment.
• Punctual and reliable.
• Excellent communication, organization, and problem-solving skills.

Physical Requirements And Working Conditions

• This is largely a sedentary role, requiring use of typical office equipment such as computer, computer accessories, and telephony system.
• Work from office required.

Education And Experience

• High school diploma or GED.
• Must be fluent in French, able to speak, read and write.
• Effective use of Microsoft applications including Windows, Outlook, Excel, and Word.
• Prior customer service or equivalent problem-solving experience required.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice depending on company/client requirements.