Field Service Planner

NVENIA•Wood Dale, IL

10d•$76,750 - $122,800•Onsite

About The Position

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.

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
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

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