Maxtrack

Support Engineer

• Conduct outbound and inbound contact with customers by phone, WhatsApp, and email to schedule and confirm services.
• Schedule installations, preventive and corrective maintenance, removals, and replacements of tracking equipment.
• Organize and update field technicians’ schedules daily, assigning appointments according to availability, region, and priority.
• Confirm appointments in advance to reduce no-shows and rescheduling.
• Reschedule appointments when necessary, keeping customers informed of changes.
• Record all service-related information in the company’s internal systems.
• Track appointment status throughout the day, checking for delays, cancellations, and service completion.
• Support external technicians during scheduled activities, assisting with route changes and new scheduling arrangements.
• Maintain ongoing communication with installation teams, supervisors, and other departments involved.
• Prioritize emergency appointments, reorganizing the schedule according to operational needs.
• Verify customer information before the service is performed.
• Send customers instructions regarding schedules, required documents, and procedures.
• Monitor scheduling-related metrics, including completed appointments, rescheduling, cancellations, and productivity.
• Prepare basic tracking reports when requested by management.
• Ensure courteous, responsive, and professional service throughout the scheduling process.
• Follow internal procedures for service documentation and standardization.

Junior Support Analyst – Scheduling