Sr. Service Scheduler

Be part of the team at Smiths Detection, where we bring technology to life.

Smiths is a world leader in the practical application of advanced technologies. Our products and services make the world safer, healthier and more productive.

Smiths Detection, a highly successful division of Smiths Group, is doing work that matters to countless individuals worldwide. In addition to complete security solutions encompassing trace detection equipment, x-ray screening systems and other proven and developing technologies, we offer incredible career opportunities.

SR. SERVICE SCHEDULER
Warren, NJ

The Sr. Service Scheduler is responsible for tracking and dispatching routine and scheduled service as required within each region of the country.  Requires the ability to conceptualize and implement an effective and cost effective method of providing routine service activity.  Assigns tasks to company and affiliated field engineers while balancing the needs of the organization with available manpower resources in each region to meet the required service plans.  Anticipates and prepares for future needs while meeting current or immediate requirements for service.  Requires the ability to simultaneously manage a variety of service programs dependent on different product lines including installation, scheduled preventive maintenance, and upgrades or field modifications.  Has excellent written and oral communication skills, works well in a team-oriented environment, and provides guidance to junior level personnel within the department.  Keeps management informed of all activities related to service dispatching and scheduling.  Shift work and overtime outside the normal work day is required.

SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
• Schedule the Field Service Engineers for deployments/installation
• Schedule the Field Service Engineers for training classes
• Arrange travel arrangements for the Field Service Engineers
• Maintain record of sick days, vacation days, etc. for each FSE
• Create an information packet for each FSE before they leave for their deployment/installation or training, including: point of contact, company name, number of systems to deploy/install, number of people to be trained, mode of operation, warranty or non-warranty service and a service report
• Provide pricing information for the different types of training packages we offer based on previously established pricing
• Provides weekly report on deployment/installation and training activities
• Conducts follow up calls after each training session and deployment to ensure customer satisfaction
• Exercises every available measure to control and minimize costs
• Establishes and maintains a close relationship with Field Service representatives in order to support the product needs of the customer
• Oversees allocation and distributes test equipment to FSE’s, and schedules equipment in for annual calibration as required
• Maintains responsibility for parts shipments to satisfy open tickets and defines most cost-effective method of delivery based upon ticket urgency
• Assumes ownership for closing tickets in the most time-sensitive manor, performing research and follow-up tasks to expedite closing process
• Conducts follow-up calls with the customer to check on FSE performance
• Provides guidance to other Service Schedulers as required
• Other tasks as required to ensure the success of the customer support team
• Comply with and ensure department compliance with Company health, safety and environmental policies
• Comply with all applicable U.S. export control and security regulations
• Other duties as required

POSITION REQUIREMENTS:
Education/Training:  Associates degree and 3 years of related work experience.  Equivalence achieved through comparative work and life experience is acceptable.  Excellent written and oral communication skills.  Experienced with Microsoft Office software and is proficient with, or has the ability to learn, Project Management software.

Experience:  Has extensive work experience in a customer focused business environment.  Has demonstrated the ability to effectively manage the field activities of the FSE’s assigned to them.
 
Knowledge/Skills:  Posses excellent written and oral communication skills.  Has a working knowledge of standard office software, is capable and comfortable with learning new software programs as required.

Supervises:  Directs the activities of assigned FSE’s. 

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 individual
• Possess outstanding telephone skills

Our benefits mean you benefit…

• Medical/Prescription Drug Plans • Dental Plan Options • Vision Care Plan • Employee Life/AD&D Options • Optional Spouse & Dependent Life Insurance • Long-Term & Short Term Disability • Flexible Spending Account • 401 (k) with Company Match • Retirement Account Plan • Paid Time Off • Tuition Reimbursement • Gym-Membership Reimbursement • Employee Assistance Program • Credit Union • Corporate Discount Programs.

Smiths is a world leader in the practical application of advanced technologies. Our products and services make the world safer, healthier and more productive.

To find out more and to explore our career opportunities, visit us at:

http://www.smithsdetectioncareers.com/na/index.php?p=viewjob&job_id=2154&refer=13

Must be a US Citizen and eligible for a US DoD Security Clearance. Smiths Detection, is an equal opportunity employer and does not discriminate on the basis of race, color, sex, national origin, religion, age, physical or mental disability, veteran status or any other basis protected by applicable federal, state or local law in the terms or conditions of employment, programs or activities. Individuals with questions regarding this policy or self-identification form are encouraged to contact Human Resources.

www.smithsdetection.com