Call Planner

Customer Services & Admin Portlaoise, Ireland

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Description

A varied role providing a professional and efficient planning and administration service to our busy operations team which involves proactively allocating reactive and planned maintenance service calls to our national and independent customers across Ireland, meeting all quality and service level agreements.
The Role:
 
  • Work with field engineers to ensure resources are correctly allocated to meet operational requirements, including approved access to secure sites is allocated, maintained and accurate. 
  • Notify allocated work to engineer’s handheld units, technicians should always have a schedule of work. 
  • Responding to customer queries and escalations that come via customer service, updating customer portals, ensuring all requests are dealt with quickly and efficiently.
  • Planning effectively and efficiently utilising resources available in terms of people, fuel and customer demands, checking for open calls relating to the customer before allocation to a technician.  
  • Resolve and escalate scheduling corrections to improve data integrity and ensure accuracy. 
  • Ordering/requesting parts internally to resolve reactive calls efficiently ensuring they are planned and closed off for the following day.  
  • Complete diligently all relevant associated administration: maintenance of Field Service Engineer shift patterns and Mobile Workforce Management system (Aeromark), holiday requests etc. 
  • Work closely with the admin team, assisting with workshop schedules and adhoc requests as and when required. 
 The Person: 
  • Self-motivated with service call scheduling/planning experience 
  • Excellent communication skills verbal and written 
  • Confident user of MS Office and in-house computer-based systems 
  • Excellent attention to detail, organised with strong data entry skills 
  • Ability to work under pressure and prioritise workload to meet deadlines 
  • Flexible approach to work (required to work 1 in 4 weekends) 
  • Hybrid working available after probation 
Salary: €30k + overtime + Pension + Life Assurance + EAP + other Company benefits

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