Field Service Scheduler

Bailies Coffee Roasters; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading coffee equipment company seeks an Engineering Team member to oversee service operations, manage scheduling, and lead a dedicated team. The role focuses on maintaining equipment efficiency and ensuring high customer satisfaction through effective communication and management strategies.

Qualifications

• Experience in managing service engineering teams.
• Ability to communicate effectively with staff and customers.
• Knowledge in handling coffee equipment brands.

Responsibilities

• Lead and motivate a team to achieve objectives.
• Manage scheduling activities of the service engineering team.
• Respond to customer callouts and ensure high satisfaction.

Skills

People Management

Effective Communication

Team Leadership

Scheduling Activities Management

Problem Solving

Job description

The Role

As a member of the Engineering Team, the postholder will be responsible for maintaining our range of coffee equipment, including brands such as Marzocco, Kees van der Westen, Rex, Conti, Wega, Mazzer, Mahlkonig, Simonelli, Compak, Marco, Bunn, Fetco, and Instanta. The role involves the effective management of all scheduling activities of the service engineering team.

Key Responsibilities and Accountabilities

People Management:

• Lead and motivate a team to achieve company objectives and individual targets on time.
• Ensure effective communication to all staff regarding company issues.
• Provide advice and guidance to staff on people issues as required.

Operational Responsibilities:

• Manage all scheduling activities of the service engineering team efficiently.
• Respond to customer callouts within agreed service levels.
• Complete all preventative maintenance activities as scheduled.
• Coordinate with new customer accounts for installation and training in line with site opening plans.
• Create, implement, and review daily route plans to maximize team efficiency.
• Prioritize and plan workshop repairs and refurbishments.
• Develop and review engineering pre-installation guides for customers.
• Respond promptly to customer calls to ensure high satisfaction levels.
• Coordinate between customers and engineering/training teams on large projects, ensuring timely and accurate scheduling and communication.
• Log all engineering jobs in our Field Service Systems and maintain data accuracy.
• Identify opportunities to upsell service plans to equipment-owning customers.
• Produce and provide reports as needed.

General Responsibilities:

• Promote the company positively, aligning with company values, and uphold its reputation.
• Conduct duties in a trustworthy, reasonable, and responsible manner.
• Foster a respectful and harmonious working environment, free from intimidation or harassment.
• Adhere to all company policies and procedures, ensuring implementation within your area.
• Ensure full compliance with health and safety requirements.
• Participate in staff development and training.
• Perform any other duties necessary for the effective operation of your role.

This job description is subject to periodic review and updates to ensure relevance. Reasonable changes will be discussed with the postholder for agreement.