Field Service Scheduler

2 months ago


carol stream, United States Serac Full time

Job Summary

As the Field Service Scheduler, you have a vital role in ensuring efficient scheduling and coordination of service visits, while maintaining excellent communication with both customers and technicians. This is a full-time position that requires strong multitasking abilities, electro-mechanical knowledge, and exceptional customer service skills.


Essential Functions

  • Main point of contact for customers seeking service for their machines.
  • Responsible for monitoring the service technician’s workload and scheduling function.
  • Analyzes customer request patterns, including volumes, trends, and attrition rates.
  • Utilizes the analysis results to forecast technician’s workload and builds scheduling plans to meet business objectives.
  • Maintains and adjusts staffing schedule assignments to maintain key performance indicators.
  • Respond promptly and professionally to inquiries, service requests, and complaints.
  • Ensure timely dispatch of technicians, considering service priorities and urgency.
  • Manage service tickets, ensuring accurate documentation of service activities.
  • Provide guidance to field service technicians as needed, and if required, connect them with a resource for troubleshooting and problem-solving.
  • Collaborate with technicians to determine appropriate spare parts and tools needed for service visits, ensuring preparedness for each assignment.
  • Identify recurring issues in service requests and escalate to the manager for follow-up.
  • Collaborate with the service team to find areas for improvement.
  • Perform other duties as assigned.


Required Knowledge, Skills, and Abilities

  • Excellent communication skills, verbal and written, with a customer-centric approach.
  • Good organizational skills and the ability to prioritize tasks effectively, work under pressure, and adapt to changing priorities.
  • Proficiency with CRM, Microsoft Dynamics, or similar customer management software and scheduling tools.
  • Proficiency with all Microsoft Office products.


Education and Experience

  • 2 or 4-year degree in mechatronics or similar technical, electro-mechanical studies or trade school preferred.
  • 2+ years scheduling experience in a service environment required.
  • Proven experience (min. 3 years) in service coordination or a similar role. Experience with packaging machinery a big plus.




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