Scheduling Coordinator - International

Smiths Detection
Edgewood, MD
May 17, 2018
May 21, 2018
Accountant, IT
Full Time
Job Description The Regional Coordinator dispatches, coordinates, monitors and improves field service activities for domestic and international customers. Provides support and guidance to field service personnel who perform on-site routine services including installation, maintenance, and repair around the globe. Ensures field services are effective and customers' requirements are consistently met. Requires associate's degree or its equivalent and 2-4 years of experience in the field coordination or in a related area. Familiar with standard concepts, practices, and procedures within field service dispatching. Relies on experience and judgment to plan and accomplish goals efficiently and cost effectively. Performs a variety of tasks. A certain degree of creativity and latitude is required. Responsible for obtaining intimate knowledge of his/her assigned region as well as general knowledge of other regions supported by the team. This knowledge should include the field service technicians in their region as well as the geography in his or her assigned region. The Scheduling Coordinator looks ahead to foresee potential field service requirements while achieving results with current service coordination requirements. A positive attitude is essential for this position. This position requires having the ability to positively relate and communicate with our customers, vendors, co-workers, service technicians, sales personnel and managers. This includes carrying out customer service responsibilities to maintain and grow our loyal customer base. This position also requires professional and articulate phone skills, attention to detail, accurate typing, and minimal supervision. Scheduling Coordinator must present professionalism both in appearance, verbal/written communication and demeanor. Has excellent written and oral communication skills and works well in a team-oriented environment. Shift work and overtime outside the normal work day is required. Duties and Responsibilities Coordinate the daily schedule for Field Service Engineers/Vendors performing maintenance, repair or installation work orders for domestic and international customers.Use our enterprise system to generate the appropriate work order for the field service engineer to understand the purpose, location, parts, warranty, etc. for the job.Coordinate all field service work orders using the field service software while providing extensive notesResponsible to generate reports for their Zone Leaders, Sales Managers or Program Mangers as required.Conducts follow up calls/emails after repairs/installs are completed to ensure customer satisfaction.Assumes accountability to reduce or minimize costs whenever scheduling field service work orders.Excellent ability to build rapport with the Field Service Engineers/Vendors and work collaboratively on a daily basis.Communicates with domestic/international partners and vendors to make sure the correct staff is deployed.Communicates with the customer or point of contact via the phone and email consistently keeping them informed of progress, delays and status.Fully understands the geography and logistics associated with various regions.Intimately familiar with the airports and associated codes within various regions.Comply with all applicable US export control and security regulations.Comply with and ensure department compliance with Company health, safety and environmental policies.Other tasks as required to ensure the success of the call center support teams.Ability to pass government background checks to obtain required clearances to work on government contracts. Required Skills and Experience Education/Training: Bachelor's degree and minimum 2 years of related work experience.Equivalence achieved through comparative work and life experience is acceptable.Excellent written and oral communication skills.Strong computer skills are essential for this position.Experienced with Microsoft Office software, specifically Excel and is proficient with, or has the ability to learn, Project Management software.Experience: Minimum of 2 years related work experience required.2 or more years work experience in a customer focused business environment.Previous work history that demonstrates the ability to effectively and efficiently coordinate field service personnel.Previous work history involving field service dispatching/scheduling, customer service and or call center experience required.Knowledge/Skills:Ability to multitask and manage various projects simultaneously required.Demonstrated excellent written and oral communication skills.Considered proficient in Microsoft Outlook and Excel, as well as capable and comfortable with learning new software programs as required.Experience using SAP, Fleetmatics, ServiceMax or similar field service software is a plus.Bilingual in English and other language is a plus.Familiar with US export regulations is a plus.PHYSICAL/MENTAL REQUIREMENTS:Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once.Excellent customer service skills and the ability to handle stressful situations.Self-motivated, reliable, and accountable individualPossess outstanding customer friendly telephone skillsMust have the ability to pass government background checks to obtain required clearances to work on government contracts. Work Environment Details Work environment is typically considered in an office environment located on-site. Ability to work a rotating shift and weekends is required. Work environment may also include employee's residence or other location when on-call during off hours. About Us At Smiths Detection we are dedicated to making the world a safer place. Smiths Detection, a division of Smiths Group, is a global authority on the application, management and manufacture of world class detection and screening technology. We deliver solutions needed to protect society from the threat and illegal passage of explosives, prohibited weapons, contraband, toxic chemicals, and narcotics. Delivering an unrivalled range of detection technologies, we support customer from markets across air transportation, ports and borders, the armed forces, and critical infrastructure and emergency services.Smiths Detection is an EEO/AA Employer/Vet/Disabled. Must be eligible for a US Security Clearance.

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