Service Scheduler; Engineering

Position: Service Scheduler (Engineering)
Service Scheduler 12 Month Fixed-term Salary: £34,525.56  £6,210 Yearly bonus Office-Based (Milton Keynes)

Hours:

37.5 hours per week (Monday–Friday, 09:00–17:30 with 1-hour lunch)

About the Role:

An exciting opportunity has arisen for a Service Scheduler to join a busy Customer Support Centre, delivering first-class technical coordination and customer service across a portfolio of diagnostic and laboratory instrumentation. This role is highly customer-facing and focuses on providing a seamless support experience, coordinating field service activity and ensuring contractual service levels and KPIs are consistently achieved. A critical success factor in this role is strong, hands-on experience with Microsoft Dynamics CRM, which is used as the central platform for fault logging, reporting, scheduling and case management.

Key Responsibilities:

Customer Support Handle inbound calls via dedicated customer service hotlines Manage email enquiries and support requests Accurately log instrument faults and service activity within Microsoft Dynamics CRM Coordinate and schedule:
Emergency call-outs Planned preventative maintenance visits Urgent corrective actions and engineering changes Work collaboratively with field service engineers to meet customer expectations and response KPIs Reporting & Data Management Update cases and maintain accurate service records within Microsoft Dynamics CRM Collate service data and generate KPI reports for account stakeholders Coordinate maintenance activity with partner suppliers and customers to maximise instrument uptime Administration Escalate complex customer issues where required Maintain CRM records for newly installed equipment Support inventory management processes Business Relationship Management Build and maintain strong working relationships with customers and service partners Monitor supplier performance against contractual service levels Compliance & Training Participate in required training programmes Report regulatory concerns appropriately Follow health, safety and environmental procedures Essential

Skills & Experience:

Strong working knowledge and practical experience using Microsoft Dynamics CRM (essential and critical) Proficient in Microsoft Office Suite Minimum 2 years’ experience in a customer service, coordination, and scheduling environment working to KPIs Experience producing KPI or service performance reports Excellent written and verbal communication skills Strong English language proficiency Experience handling escalations across multiple stakeholders Desirable:

Experience with in diagnostics, laboratory or healthcare service environments Exposure to managed service contracts Key Attributes:
Highly organised with strong attention to detail Able to prioritise and manage multiple service requests Customer-focused with a proactive problem-solving approach Confident working with data, reporting, and CRM systems Strong team collaboration Benefits:
Holiday Entitlement 28 days plus (8 days bank holiday), Bonus, Pension, Health Care Insurance (BUPA), Cash Plan (Simplyhealth), Income Protection Insurance, Educational Grant Scheme, Employee Assistance Program, Life Insurance 6 times the annual salary, Perkbox, Gym membership.