The Field Services Coordinator is responsible for scheduling the execution of Field Services operations atcustomer sites. This role ensures that all parts, tools, instructions and order details are made available to the FieldServices execution workforce and that the closest, qualified FSR is scheduled for the job to meet customer requirements and workforce optimization. This role interacts with end customers so the Field Services Planner must have strong communication skills.
Activities and Area of Responsibility:
Check/enrich Work Orders to be scheduled in bridge Field Services (bFS) or in other Schneider systems
Urgency / requested date, customer information, correct installed base, scope of work, T&C, time to execute
Work Orders are created automatically or by Order Management or Technical Support (CCC)
Prepare/prioritise the interventions in backlog, based on customer type VIP Gold / Strategic / non VIP, contracts withSLAs, customer availability, spare part and FSR or subcontractor's availability
Assign all possible work orders at least for next 3 months, determining best date/timing balancing customerrequirements, delivery of material needed, and skilled/certified FSR availability, while maximising FSR utilisation rateby minimising travel, idle and overtime, combining multiple interventions to the same or nearby locations whenpossible.
=> optimise scheduling has direct impact on Field Services Profit & Loss !
Communicate proactively with customers, confirming the intervention details and reminding to FSR the constraints(safety requirement and equipment, permit to work, site access, timing, report, de-briefing with customers )
Monitor the smooth execution of the interventions, rescheduling/cancelling if required, supporting remotely FSR onvisit/calendar management, maintaining Work Orders data quality (like Billable info, Install product, planner deviation)
For non-connected external technicians only, complete the work orders on their behalf (time entries, deviation, siteintervention report)
Animate/Participate to regular meetings with Field Services Execution team (Short Interval Meeting, Sales &Operations Planning), building improvement plan based on weekly/monthly dashboard (like optimising scheduling,reducing deviations, anticipating internal/external capacity need).
Salary & shifts:
Key Success Factors:
Good interpersonal communication and relationship with others (collaborate, convince)
Understand and communicate scope of work and Term & conditions to FSR
Understanding of impact of FSR utilisation rate and work order management on Profit & Loss
Proactive communication with Customers to ensure satisfaction
Minimal Technical knowledge on Schneider products.
Performance and Measurements (KPI's)
Customer Satisfaction through NSS "get failure support" touch point at country target
FSR Utilisation Rate yearly ambition
% Work Order Scheduled
Work Order overdue
Planner and FSR Time Deviations
Preventive Maintenance WO scheduled rate
Education and Skills:
Equivalent experience (1-2 years experience)
Expertise in MS Office Applications
Excellent analytic skills, Self-starter, Quick learner, Good public speaking and communication skills
Experience in Customer Care Centre preferred.
SAP Salesforce preferred but not essential