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

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• Handle inbound calls via dedicated customer service hotlines
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• Manage email enquiries and support requests
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• Accurately log instrument faults and service activity within Microsoft Dynamics CRM
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• Coordinate and schedule:
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• Emergency call-outs
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• Planned preventative maintenance visits
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• Urgent corrective actions and engineering changes
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• Work collaboratively with field service engineers to meet customer expectations and response KPIs
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Reporting & Data Management

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• Update cases and maintain accurate service records within Microsoft Dynamics CRM
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• Collate service data and generate KPI reports for account stakeholders
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• Coordinate maintenance activity with partner suppliers and customers to maximise instrument uptime
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Administration

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• Escalate complex customer issues where required
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• Maintain CRM records for newly installed equipment
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• Support inventory management processes
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Business Relationship Management

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• Build and maintain strong working relationships with customers and service partners
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• Monitor supplier performance against contractual service levels
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Compliance & Training

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• Participate in required training programmes
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• Report regulatory concerns appropriately
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• Follow health, safety and environmental procedures
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Essential Skills & Experience:

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

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• Experience within diagnostics, laboratory or healthcare service environments
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• Exposure to managed service contracts
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Key Attributes:

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• Highly organised with strong attention to detail
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• Able to prioritise and manage multiple service requests
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• Customer-focused with a proactive problem-solving approach
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• Confident working with data, reporting, and CRM systems
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• Strong team collaboration
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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.