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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.
- Realtime active use of Oracle Field Service scheduling by updating service calls with documentation of service actions.
- 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.
- Demonstrate understanding of assigned territory such that reassignment of calls can be effectively handled based on technician's current location.
- Create, update, or close service requests and work orders as required in scheduling system.
- Monitor communication channels to answer internal or customer escalations for assigned region, coordinating with Service Technicians and District Managers.
- 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.
- Customer Service skills in handling a variety of calls from customers and field technicians.
- Work with Microsoft Office tools like Outlook, Word and Excel.
- Excellent communication, organization, and problemsolving skills.
- Ability to work independently and within a collaborative team environment.
- Ability to exercise sound judgement and decisionmaking in analyzing and solving problems.
- Punctual and reliable.
- Multitasking with astute attention to detail.
- Initiative and drive to achieve satisfactory KPI's for scheduling activities.
- Demonstrated ability to work effectively and professionally under pressure, in a teamoriented environment, with frequent changes to deadlines and priorities based on customer and team needs.
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:
- Must be fluent in French, able to speak, read and write.
- High school diploma or GED.
- Prior customer service or equivalent problemsolving 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.