About us
At Matthew Algie, you’ll work with some of the most talented individuals in the coffee industry. You’ll work for an organisation that leads the way in sustainability, gives back to the community and invests in its people. Ethics, passion, integrity and collaboration are at the core of everything we do, from new product innovation for our customers, to projects with our coffee farmers. We believe our continued success is due to great people.
Position
Engineer (Service Delivery) Scheduler
Location: Glasgow, Head OfficeJob Type: Full time, permanentHours: 39.5 hours per week, Monday to Friday + Weekend overtime (1 in 4 weekends, either Saturday or Sunday)Salary: £27,626.30 per annum plus target‑related commissionBenefits: 28 days annual leave (increasing with length of service), 4 bank holidays, medical cash‑back programme, employee assistance programme, staff discounts and more.
Purpose of Role
To provide proactive and reactive scheduling and allocation of engineering resources to customers by liaising with relevant departments and dealing with external and internal customer queries. To provide customer support regarding machine servicing, repairing and engineer scheduling. To provide excellent standards of response with expertise in company procedures.
Full accountability for delivering exceptional engineer service response, ensuring scheduling reaches agreed KPIs. Providing field engineer support and excellent telephone assistance to our entire customer base.
Responsibilities
- Workforce planning and engineer monitoring / support
- Administration
- Liaise with Field Engineers and all key stakeholders
- Team working, including sharing best practice regarding common issues
- Control of parts, filter and boiler inspection, and planned maintenance (PM)
- Running service reports and delivering required tasks
- Deliver scheduling to agreed KPIs
Qualifications
Demonstrable experience of achieving targets in an office administration environment. Candidates should have:
- Using IT to gather information and resolve queries
- Working as part of a team, supporting and encouraging colleagues while being able to work independently when required
- Handling customer queries
- Owning targets
- Providing excellent customer service
Personal Attributes
- A calm approach and works effectively under pressure
- A positive approach always
- Being professional and flexible
- Being driven and positive
Right to Work
Please note this is not a sponsored role; you must have Right to Work in the UK.
Equal Opportunities
We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make the best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.
Our selection for recruitment does not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnicity, ethnic or national origin, religion or belief, sex or sexual orientation or gender reassignment status (protected characteristics).
Experience
Experience may include: resource scheduler, engineer scheduler, service delivery administration, engineer support.
Additional Requirements
To be considered for this position, candidates will need demonstrable experience of undertaking high volume admin, handling customer calls and emails, and achieving targets in an office administration environment.
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