Resource Planner

Overview

We are looking for a Resource Planner that is responsible for scheduling services for customers through the coordination of the field service engineer’s schedule and parts delivery/availability. This role will help support the Central Scheduling Team who provides an exceptional customer service experience to our Philips Healthcare customers and to the technicians we support. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions.

• Contact customers in the healthcare sector to confirm inventory and schedule onsite services
• Coordinate work planning and scheduling across multi-functional work team and client contacts in accordance with established processes and procedures
• Deliver effective and efficient planning in line with business objectives and obligations
• Review field service engineer’s existing schedule
• Enter client data into Salesforce/Service Max
• Ordering and tracking parts for onsite services
• Dispatch work orders as requested to field service engineers in EMSAR and client’s Salesforce/Service Max systems
• Coordinate scheduling of services provided by vendors and on-site team(s)
• Coordinate travel arrangements for technicians to support onsite field services
• Utilize mapping software to route the most efficient and cost-effective path
• Determine requirements of new work orders
• Monitor electronic dashboards and take action as needed
• Work with operations teams to ensure work is being completed within client required timeframe (SLA/contractual obligations)
• Work closely with field management and field service engineers to ensure calendars are full and accurate
• Daily check-ins with assigned technicians to ensure they have necessary work orders, contacts, travel arrangements, and parts
• Exercise judgement and analytical skills to identify, investigate and escalate in congruent findings
• Complete Level 2 review of work orders completed by assigned technicians
• Timely review and closure of work orders
• Performs additional duties as needed and/or assigned by supervisor/manager

• General understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• General experience in Salesforce/Service Max or equivalent
• Outstanding interpersonal and written communication skills
• Proficient in Microsoft Office Suite (Outlook, Excel, Word, SharePoint, Teams) and other cloud-based software
• Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams

AND

• High School Diploma or Equivalent
• 1-3 years’ call center and/or customer service experience

OR

• Associates degree or higher and/or Trade School diploma
• 1+ years’ call center and/or customer service experience

• Ability to sit, stand, bend, and reach for long periods of time (for time exceeding 4 hours)

• A great team environment
• Ability to work remotely
• Supportive leadership