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 within 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.