Scheduling Analyst/Dispatcher
Working Place: Columbus, OH 
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SUMMARY
The Scheduling Analysts is responsible to organize the daily activities of Field Service Technicians (FST) in a manner that insures customers’ service level agreements with Mettler-Toledo are fulfilled, that FSTs are fully utilized, and that the revenue and productivity goals of the organization are met.  The incumbent will be primarily responsible to schedule and route technicians in accordance with customers’ priorities and workload demands, procure materials from third party vendors and parts warehouses in a manner that maximizes efficiency. Analyze and make changes to FST work assignments in order meet dynamic requirements and capacity.  Other duties include making contact with customers to inform them of planned maintenance visits and/or schedule changes, researching parts availability, assisting FSTs in obtaining information required to fulfill customer demands, and assisting with order closure and invoicing.          

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

• Organize the activities of Field Service Technicians to insure customers’ service level agreements are fulfilled, and that Field Service Technicians’ productivity goals are fulfilled.  
• Analyze and plan work schedules to minimize distances traveled by the field work force.
• Make changes to the planned work schedule in accordance with customer demands, priority levels, and capacity changes.
• Procure parts and materials in a manner that insures required material is delivered to the worksite in accordance with customers’ service level agreements.
• Initiate replenishment orders for materials as necessary to insure stock levels are adequate.
• Monitor open order status and receipt of information from Field Service Technicians to ensure that all calls which can be billed within the current month are billed.
• Interface with internal and external customers to provide exceptional customer service.
• Other duties may be assigned.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must understand and be comfortable using complex technological applications.
• Be highly detailed oriented with a commitment to thoroughness.
• Be disciplined and willing to take ownership for difficult decisions.
• Approach problem solving from a business logic perspective.
• Manage multi faceted conflict.
• Must be a “self starter” who will identify problems and initiate corrective actions without specific direction from supervisor.
• Ability to make independent, reasoned decisions regarding the use of company resources FST time and materials) in order to fulfill customer requirements and maximize company profits.  Decision making authority includes (but is not restricted to); direction of FST daily activities, when to involve other departments and teams, when to involve service management in the resolution of customer issues.
• Work effectively within the Service Support department and Field Service Operations.
• Be able to interface with other departments and teams in a professional and cooperative manner
• Work diligently and professionally in the pursuit of department and company goals. Be able to display a disciplined professional attitude at all times.
• Strong customer service skills and the ability to communicate effectively verbally and in writing.
• Significant experience with ERP and/or CRM systems, with an emphasis on sales/service logistics, inventory control, and purchasing.
• Proven ability to prioritize multiple, conflicting tasks.
• Outstanding ability to adhere to deadlines.  Must be well focused on the issue of time consciousness.

EDUCATION and/or EXPERIENCE

The candidate will have a Bachelor’s degree (Business, Technical) or equivalent experience in a service, logistics, or manufacturing organization.

LANGUAGE SKILLS

Outstanding ability to read, analyze, and interpret company policies and procedures, as well as general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals in a professional manner that reflects positively on the company.  Must be able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  For certain regions the ability to read and speak French or Spanish is required.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit for approximately 90% of the time, stand 8%, and kneel and bend 2%.  The incumbent must be able to use a personal computer and talk on the phone.  The job involves lifting tasks normally limited to 8 lbs or less.   Travel requirements for this position are typically less than 5%, and the ability to operate a motor vehicle could be required in those instances.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is typically higher than the average office environment due to proximity to customer service agents.  Other physical conditions are consistent with a typical office environment.

KNOWLEDGE OF JOB Is knowledgeable in various aspects of service execution and delivery, and more specifically in customer service, dispatching, and routing.  Is able to effectively communicate with various types of groups and individuals such as departmental leaders, senior managers, field personnel, and customers.  Able to use judgment and discretion in carrying out duties and responsibilities.

ATTENDANCE Adhere to company attendance and tardiness policies and procedures.  Provides adequate notice to leadership with respect to vacation time and time-off requests.

SAFETY AND HOUSEKEEPING Adheres to all safety and housekeeping standards established by the company and various regulatory agencies, Maintains a clean and orderly workplace.

COMPETENCIES, BEHAVIORS, AND SKILLS

The following are the top 30 competencies, behaviors, and skills that are required to be successful in a Contact Center environment for a Scheduling Analyst. The competencies are listed in importance order for a Scheduling Analyst. The competencies as well as the ranking of the competencies were determined by the Contact Center Leaders, Human Resources Leaders and a number of Contact Center Associates.

1.       CUSTOMER FOCUS:  Consistently treats customers with courtesy and sensitivity.   Reflects interest and willingness to assist customer.  Quickly establishes rapport and identifies customer needs or requirements.   Skillfully solves problems.  Makes extra effort to satisfy customer needs.  Meets commitments to customers.

2.       ACHIEVEMENT & MOTIVATION: The energy and motivation to work hard, strive to be successful, set and attain ambitious goals, and complete difficult tasks. Utilizes time effectively and efficie ntly. Highly motivated individuals are more likely to undertake challenging projects and to bring them to completion.

3.       SCHEDULE ADHERENCE:  Begins working on time.  Adheres to rules and guidelines on absences.  Returns from meals and breaks on time.  Is flexible with respect to scheduling needs.  Schedules time-off in advance.

4.       ABLE TO WORK UNDER PRESSURE: Is able to work well under pressure and is able to handle unexpected situations. Demonstrates good judgment under pressure. Able to maintain composure under stress.

5.       ABILITY TO USE SYSTEMS AND TECHNOLOGY: Possesses adequate working knowledge of systems. Able to use systems quickly and accurately. Able to access data with ease.  Has adequate keyboarding skills. Follows established transfer procedures.

6.       PRODUCTIVITY: Accomplishing an above average quantity and quality of work.

7.       SELF-DISCIPLINE: The ability to resist impulse, maintain focus and see a project through to completion.  Self-disciplined individuals are not easily distracted, are self-starters, and are able to adhere to marketing and/or plan.

8.       INDEPENDENCE: Ability to be self-starting and work independently of others when necessary. Useful particularly when the work is unstructured and the accomplishment of goals depends on one's ability to take initiative.

9.       THOROUGHNESS: The ability to attend to detail and develop a comprehensive approach to problems, marketing, and sales.

 10.   TEAMWORK: Effectively balances team and individual responsibilities; Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Shows enthusiasm and contributes to building a positive team spirit.

 11.   DEPENDABILITY: The ability to be counted on to meet commitments and deadlines. Dependability engenders customer's trust and contributes to future sales.

 12.   IMPACT AND INFLUENCE: Reflects the degree of impact and influence individual has on customers and others.

13.   ANALYTICAL THINKING: Anticipates and prepares for obstacles. Thinks of alternative explanations and plans.

14.   CONFLICT MANAGEMENT: The ability to mediate and resolve conflicts and disagreements between others and to resolve conflicts between oneself and others, in a manner best for all parties involved.

 15.   PROBLEM SOLVING: Must be able to identify and resolve problems in a timely manner. Gathers and analyzes information skillfully. Displays a high degree of initiative to develop alternative solutions.

 16.   QUALITY: Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality. Applies feedback to improve performance. Monitors own work to ensure quality.

17.   INITIATVE: Persists, does not give up readily. Looks for and seizes opportunities. Can respond to competitive threats as necessary.

18.   LISTENING SKILLS: Attends closely to verbal communication of clients and others. Listens without interrupting. Able to pick out relevant and essential information. Paraphrases or conveys back information to client to ensure understanding.

19.   INFORMATION SEEKING: Gets information from many sources.

20.   FLEXIBLITIY: Ability to change and modify one's style or approach in order to adjust to changing circumstances or to attain an objective.  Useful when trying to adapt one's sales presentation to customer needs and expectations.

21.   ORGANIZATIONAL SUPPORT: Maintains strict adherence to policies and procedures. Strives to complete administrative tasks correctly and on time. Supports organization's goals and values.

22.   ASSUMING RESPONSIBILITY: The willingness to take charge and exert influence, without being asked to do so.  This is important to team-oriented sales initiatives and sales management.

23.   HANDLING DIFFICULT CUSTOMERS: Displays patience and willingness to help.  Conveys empathy for customer's situation when necessary.  Remains calm in demanding situations. Effectively defuses negative emotions and reactions.  Resolves complaints for maximize satisfaction.

24.   CAMPAIGN EFFECTIVENESS: Plans activities and use of resources effectively. Implements plans effectively, and communicates status and changes. Negotiates suitable outcomes when appropriate. Assure customer requirements are meant on time. Maintains effective client relations.

25.   VISION: Seeing the "big picture." Having a sense of personal purpose and commitment to the organization and its products, and providing customers or others with a compelling vision they can believe in.

26.   INTERPERSONAL RELATIONS: The ability to relate to others in an outgoing, friendly, warm, and personable manner enabling the person to enter into and maintain effective interpersonal relationships with others including business contacts. Understands nonverbal behavior. Understands attitudes, meanings of others. Predicts others' reactions.

27.   CONCEPTUAL THINKING: Uses rules of thumb. Notes similarities between present and past.

28.   EMOTIONAL CONTROL: Ability to maintain personal composure during times of stress or pressure, when things are uncertain, or when faced with conflict or disagreement.

29.   TELEPHONE SKILLS: Makes a positive first impression. Communicates in a courteous manner. Speaks clearly and effectively in a positive, pleasant, friendly, and customer-oriented manner.  Responds effectively to questions.

30.   SPEAKING: Uses voice to create and hold interest.  Speaks with a positive tone of voice. Projects confidence and professionalism in conversation.  Selects appropriate words and uses good grammar.   Speaks at an appropriate rate of speed with a well-modulated voice. Assures understanding.

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