Service Desk Scheduler – Field Engineers

Thermatic Group; Salford; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

33 days holiday

Auto-enrolment Pension

Death in Service Insurance 4 X salary

Private Medical Insurance

Dental & Optical cash back

Employee Assistance Programme

Virtual GP support

Health discounts

Annual health screening

Enhanced Family Leave

Free parking

Company events

Gym facilities onsite

Referral bonus

Employee of the Month

Long Service Awards

Job summary

Thermatic Group is seeking a Service Coordinator to join the Service Desk at Thermatic Technical FM. The role focuses on scheduling national engineers, acting as a helpdesk, and coordinating planned and reactive maintenance across contracts.

Based at our Salford head office, you will work a 40-hour week from Monday to Friday, with a minimum of four days in the office. You will use Office 365 tools to manage scheduling and customer communications, ensuring first-time fix efficiency.

Qualifications

• Experience in planning and scheduling remote and multi-site operations.
• Strong UK geographical knowledge to plan and schedule efficiently.
• Excellent telephone communications to manage clients, engineers and calls.
• Operational support experience, preferably within facilities management or similar.
• Advanced understanding of customer needs and expectations.
• Office 365, Excel, Word and general IT proficiency.
• Strong customer service and interpersonal skills.
• Ability to multitask and drive solutions.
• Attention to detail and strong organisational skills.
• Collaborative approach within team and wider business.
• Agility and flexibility in workflows.
• Courage to challenge decisions to achieve optimal outcomes.
• Experience using CAFM systems (training provided).

Responsibilities

• Efficiently manage, monitor, and schedule Thermatic mobile engineers.
• Minimise engineer travel and downtime through efficient planning in your region.
• Take service requests from customers, engineers and Job Logic to assign engineers.
• Own high-priority jobs end-to-end.
• Triage high-priority works with Operations and Technical teams.
• Ensure engineer devices are operational and communicating.
• Review scheduling tools to meet PPM demand and update work orders.
• Maintain daily communication with contracts team for workload planning.
• Adjust schedules for daily fluctuations, considering SLA, travel, costs, and skill sets.
• Escalate issues promptly to line management.
• Ensure accuracy of service request data in Job Logic and portals.
• Generate planned PPM and statutory maintenance schedules.
• Communicate with engineers to keep schedules current and adjust as needed.
• Provide additional service administration support as required.

Skills

Planning and scheduling

UK geography knowledge

Telephone skills

Office 365

Excel

Word

Customer service

Multitasking

Attention to detail

Collaborative work

Courage to challenge decisions

CAFM systems

Tools

Job Logic

CAFM systems

Job description

Thermatic Group is seeking a Service Coordinator to join the Service Desk at Thermatic Technical FM. The role focuses on scheduling national engineers, acting as a helpdesk, and coordinating planned and reactive maintenance across contracts.

Based at our Salford head office, you will work a 40-hour week from Monday to Friday, with a minimum of four days in the office. You will use Office 365 tools to manage scheduling and customer communications, ensuring first-time fix efficiency.