Service Scheduler/Dispatcher

About Mettler Toledo

Working at METTLER TOLEDO AutoChem Inc. (www.mt.com/autochem) means you are impacting the world in important ways. Our process analytical technology and automated synthesis reactors provide scientists in the pharmaceutical, biotechnology, and chemical industries the information they need to deliver life-changing products. As a strategic business unit within Mettler Toledo, AutoChem develops, manufactures, sells, and services instruments that modernize chemical synthesis, provide insight to every chemical reaction, and provide process knowledge to eliminate scale-up and safety incidents.

• Our instruments increase the efficiency and effectiveness of chemists and engineers.
• Our products help develop profitable, green, and safe scientific processes.
• We help keep you healthy. Our instruments make it possible for scientists to develop new drugs and bring life-saving medicines to the world.

Our Opening and Your Responsibilities

As our Scheduling Analyst, you will be responsible for organizing the daily on-site service activities for the Field Service Team to ensure the service order backlog obligation is completed based on published target dates. The Scheduling Analyst must ensure annual instrument service contracts, installation and repair obligations are fulfilled while maximizing team utilization and satisfy organizational productivity goals. Responsibilities also include back-office operations workload demands while scheduling service visits in accordance with customers’ requests, maximizing the service team’s efficiency and supporting activities to consistently grow the service business and improve the customer experience. Additional responsibilities include:

• Analyzing and planning work schedules based on customer demand and published backlog target dates while minimizing travel distance and time by the service team.
• Making changes to planned work schedules in accordance with customer demands, priority levels, and capacity changes.
• Maintaining and updating dispatch processes, procedures, and policies as needed.
• Communicating with customer representatives to organize and schedule on-site service activities.
• Working closely with field personnel, oversee the day-to-day on-site service assignment prioritization so that prompt execution of contract obligations, installations and repairs are recognized.
• Managing advanced forecasting of key account service contracts and preventative and scheduled maintenance activities to ensure compliance with contract obligations.
• Monitoring open order status and receipt of documentation from the Field Service Team to ensure orders that are ready for invoicing are processed without delay.
• Communicating with customers post-service activity and provide physical evidence after call completion.
• Escalating customer satisfaction concerns to service management and other departments as appropriate.
• Working diligently and professionally in the pursuit of department and company goals while providing exceptional customer service to internal and external customers.
• Creating and distributing service orders / supporting documents to the field teams.
• Monitoring IC mailbox for customer requests and responding.

What You Need to Succeed

• Associate’s degree in a business or technical field with a minimum of two years of planning and/or scheduling experience in a service, logistics, or manufacturing organization; or an equivalent combination of education and experience.
• Use of SAP/CRM/ERP/Logistics systems software, with an emphasis on Sales Force Field Service applications is a plus.
• Proven success in managing customer relationships using independent, rational decision making regarding the efficient scheduling and route planning of Field Service Team time and associated materials to fulfill customer requirement.
• Successfully worked in an administrative capacity prioritizing multiple daily responsibilities.
• Self-starter who identifies problems and initiates corrective actions without specific direction from a supervisor.
• Excellent written and verbal communication skills and the ability to communicate technical product features in an easy-to-understand language is required

Our Offer to You

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
• Tuition reimbursement, perks, and discounts
• Parental and caregiver leave programs
• All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
• Global market strength and worldwide leadership in precision instrumentation
• A brand name that is identified worldwide with precision, quality, and innovation
• Thousands of patents, design and innovation awards across Mettler Toledo
• Global recognition for the quality of our products and services

Equal Opportunity Employment
We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. If you’d like more information about your EEO rights as an applicant under the law, please click here.
Mettler Toledo endeavors to make www.mt.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at EEO@mt.com

• Analyzing and planning work schedules based on customer demand and published backlog target dates while minimizing travel distance and time by the service team.
• Making changes to planned work schedules in accordance with customer demands, priority levels, and capacity changes.
• Maintaining and updating dispatch processes, procedures, and policies as needed.
• Communicating with customer representatives to organize and schedule on-site service activities.
• Working closely with field personnel, oversee the day-to-day on-site service assignment prioritization so that prompt execution of contract obligations, installations and repairs are recognized.
• Managing advanced forecasting of key account service contracts and preventative and scheduled maintenance activities to ensure compliance with contract obligations.
• Monitoring open order status and receipt of documentation from the Field Service Team to ensure orders that are ready for invoicing are processed without delay.
• Communicating with customers post-service activity and provide physical evidence after call completion.
• Escalating customer satisfaction concerns to service management and other departments as appropriate.
• Working diligently and professionally in the pursuit of department and company goals while providing exceptional customer service to internal and external customers.
• Creating and distributing service orders / supporting documents to the field teams.
• Monitoring IC mailbox for customer requests and responding