Field Service Planner

POSITION SUMMARY:

The Field Service Planner is responsible for the efficient allocation of field service resources to meet customer equipment service requirements and maximize utilization. The Planner works directly with customers to schedule field service appointments, assigns work orders to field service technicians, and manages the overall service schedule for installation, planned maintenance and emergency break-fix activities.

ESSENTIAL RESPONSIBILITIES:

• Manage scheduling requirements for internally-driven projects, external customer demands-including channel partners, and field service technician generated assignments
• Conduct continuous planning based upon field service forecast, service resource capacity and customer requirements
• Utilize field service management system to schedule, manage, track and report service technician resources
• Lead and manage the effort to leverage technical resources across Duravant through collaboration across operating companies
• Work closely with project managers to assure resources are scheduled for new equipment installation/start-up project plans and requirements
• Analyze planned scheduling needs for installation/start-up projects against sold proposals to assure margins are being maintained
• Work independently to schedule and dispatch service technicians for emergency after-hours and other technical support
• Maintain primary contact responsibility to customers and technicians to resolve scheduling conflicts and other work order related issues
• Research opportunities and assign customer courtesy visits to schedule technicians
• Arrange non-field service resources required for field work execution
• Develop and maintain service key performance indicators (KPIs)
• Optimize service technician utilization rates
• Achieve high customer satisfaction for services performed while driving revenue and profit growth

POSITION SPECIFIC COMPETENCIES:

• Critical thinking to drive service execution overall effectiveness
• Analytical skills to examine data, capture issues, and solve problems
• Ability to work independently to solve problems and handle difficult and complex challenges
• Customer-centric orientation to build rapport with customer and achieve satisfaction
• Results focus on desired outcomes and how best to achieve them
• Teamwork, cooperation and commitment to achieve common goals within a diverse team
• Time and priority management
• Verbal and written communication skills to conveys ideas and facts in a manner to be clearly understood

POSITION REQUIREMENTS:

• Bachelor's degree in relevant field or equivalent experience required
• Strong computer literacy and ability to learn new software quickly
• Experience with remote field service and scheduling preferred
• Customer service experience