Bioquell, an Ecolab company, is a world leader in providing high-tech bio-decontamination equipment and services within healthcare, life sciences and military environments. Our unique low temperature, residue-free hydrogen peroxide vaporization (HPV) technology has been proven to provide rapid, repeatable, safe and reliable eradication of microbiological pathogens from rooms and other interior spaces.
This role will report into the Engineering Manager and will be responsible for delivery of customer facing activities in relation to scheduling engineers in UK, Ireland, Germany, EMEA and globally, as necessary. The role will also include the day-to-day responsibility communicating with customers and engineers, working closely with the Customer Service teams to deliver this.
What will you do?
The Field Engineer Scheduler will be responsible for all activities relating to engineers working on customer sites:
Work closely with UK and Global Customer Service teams and key contacts to provide seamless customer service experience for all customer interactions for a united, world class team Ensure that all enquiries are handled in a timely manner and that the customer is kept informed as their booking progresses, and that it is fully resolved to their satisfaction Work with the technical support advisors and engineers, to ensure that service levels are met in line with contractual obligations Be the point of contact in the office for the Field Engineering Team
There are three key areas covered by the Field Service Engineer Scheduler supporting all customers:
Booking engineer preventative maintenance and breakdown site attendance Ensure that all bookings are processed accurately and in a timely manner such that spares, tools and engineers (or return to base units) are on site within the service levels and in line with customer expectations. Ensure customers and engineers are kept up to date with delays to parts, or any changes to the times and dates to the schedule. Escalate repeated site visits to Technical Manager for review
Report sheets & invoicing Ensure that reports are processed to the customer and within 1 working day of the work being completed Review all reports for RAG status and pass information to the technical team when Amber or Red status, for start of revisit process. Ensure that all relevant invoicing is passed to Customer Service for completion
Engineer tools, van stock and consignment stock Work with the Service Centre team to ensure that all engineers always have full tool sets in calibration and that tools are sent back for recalibration in a timely manner Ensure that any parts used from van stock or consignment stock are fed back into the system and they are using the system correctly to provide this information
Other typical duties include:
Adhering to the team key performance indicator goals and ensuring they are met Working with the training team to ensure that all required engineer training is booked. Monitoring engineer training plans and ensuring swift sign off. Utilising the training matrix for the required works. Provide feedback on processes to drive continuous improvement. Provide support for the Customer Service Team as required. Working with our production team to ensure parts are correctly dispatched / returned as appropriate, relating to technical request and return for repair Working with the full UK based Customer Service team to share best practice, provide support / cover to ensure customers are retained and increase positive feedback ratings for the team.
Essential skills / requirements:
The candidate should have at least 2 years’ experience in at least one of the following areas. Administration, project work or sales, ideally within a service or consumable environment
Excellent Customer service and communication skills Evidence of goal achievement under time pressure
Ability pay attention to detail across multiple work streams
Ability to negotiate with customers and colleagues to meet delivery time scales and manage expectations
Tenacity and positivity are a must
Fully competent on Excel and Word Attributes:
A passionate belief in exemplary customer service
An energetic and positive team player
Extremely personable, outgoing and resilient
Strong administrative experience and detail-focussed
Exceptional at building and maintaining relationships
Desirable skills:
German Speaking, as scheduling German customers
What we offer you
You have the chance to work for an inspirational engineering company making revolutionary products that really can make a difference to people’s lives. Ecolab /Bioquell has: ethical values that apply to everyone a brand to be proud of passionate people
Benefits:
4% Flex-Fund (take this as cash or use it to purchase additional benefits such as extra holiday; medical cover; extra life assurance; dental cover – and lots more!)
25 days holiday plus Bank holiday Opportunity to ‘buy’ additional holiday to max 30 days p.a. 7% Employer pension contribution (min. 3% employee contribution)
4x salary Life Assurance - option to increase up to 8x salary
Employee Assistance Program (debt management, family relations, health problems or career advice)
Our Commitment to Diversity and Inclusion
At Ecolab, we believe the best teams are diverse and inclusive, and we are on a journey to create a workplace where every associate can grow and achieve their best. We are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote, transfer and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, colour, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran.
In addition, we are committed to furthering the principles of Equal Employment Opportunity (EEO) through Affirmative Action (AA). Our goal is to fully utilize minority, female, disabled and covered veteran individuals at all levels of the workforce. Ecolab is a place where you can grow your career, own your future and impact what matters.
Our Commitment to a Culture of Inclusion & Belonging
Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. We will recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance in all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement. Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin,citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, or disability.