Planning the field workforce schedule is done using a state-of-the-art system. Therefore, manual input should be minimal. To ensure the system works optimally it is key to be able t0 articulate if the system is failing to plan correctly in certain situations to ensure the system can be adapted accordingly.
On a daily basis you’ll be responsible for:
· Be proactive in Same Day planning to ensure the maximization of the Engineers’ shifts and supporting of Baxi’s service levels for VIP customers.
· Export Engineer workloads to ensure high utilisation and minimal travel where possible.
· Create Further Visits, ordering parts from internal and external warehouses (highlighting elevated costs where required), whilst keeping the customer always updated.
· Work with Field Team Managers to ensure engineers workload is efficient and accurate to support first time fix.
· Ordering of parts to ensure a engineers have what is required to resolve the product failure on the scheduled visit.
· Strive to support the business with minimum broken promises and an improved response time on the visit.
· Capable of bringing the right decision at the right time to ensure premium customer experience is delivered.
· Handling all types of communication in a timely manner.
· Communicate with customers as quickly as practicably possible should a situation arise where we are unable to adhere to the commitment already made.
· Adapting to in-day challenges and ensuring optimal utilisation of resources available both in high and low demand periods.
· Jeopardy Management by ensuring that we monitor jobs that are falling into jeopardy of being completed and prioritising work across the area to ensure we meet all our agreed commitments.