Planner II

BioMerieux•Salt Lake City, UT

1d•Hybrid

About The Position

The Planner II is responsible for applying advanced knowledge of planning, scheduling, coordinating, and optimizing field service activities to ensure timely and effective execution of preventive maintenance, corrective maintenance, installations, upgrades, and repair activities. This role serves as a technical resource to planning teams and field engineers, providing guidance on service requirements, parts identification, labor estimates, and scheduling strategies to maximize customer satisfaction and operational efficiency.

Requirements

High School Diploma, GED, or equivalent
4+ years of related experience coordinating customer communications, confirming service appointments, managing field agent maintenance/repair activities, and/or leveraging field service operations to improve operational efficiency and customer satisfaction.
Demonstrated experience communicating with customers and field personnel in a fast-paced, high-volume customer service environment to coordinate service activities and resolve issues efficiently.
Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
Leading without authority through influence and guidance of others towards a common goal by using expertise, persuasion, and personal qualities to inspire action.
Drive for Results while successfully removing barriers
Troubleshooting issues to identify and resolve problems efficiently
Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.
Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently
Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
Intermediate skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.
Skilled in using Salesforce, SAP, Oracle, or similar service management and ERP systems.
Ability to effectively communicate with customers and field agents by phone in a fast-paced customer support environment.

Nice To Haves

Previous Field Service Experience, Field Application Experience, or Supply Chain Buyer Planning Experience to include a strong background in performing hands-on field service support, troubleshooting, equipment maintenance, diagnostics, repairs, and technical support across diverse environments.
Skilled in managing high-volume inbound and outbound phone communications with customers and field agents, delivering exceptional customer support and scheduling coordination.
Laboratory operations experience.
bioMérieux or in vitro diagnostics (IVD) product experience.
Experience supporting or planning for medical devices, laboratory instrumentation, diagnostics equipment, or highly technical service environments.
Change agent to drive continuous process improvement initiatives across planning, scheduling, and field service operations to enhance efficiency, service quality, and customer satisfaction.
Associates degree in Engineering, Electronic Technology, Medical Technology, Computer Science, Biomedical, technical, life science, or other related discipline.

Responsibilities

Review incoming service requests and determine appropriate prioritization based on business impact, customer needs, and resource availability.
Assign and communicate job orders to field agents, considering availability, skills, and service requirements.
Support resolution of critical service events to minimize instrument downtime and maximize customer satisfaction.
Drive active communication with customers and field action for setting appointments and driving on-time arrival, influencing stakeholders to maintain schedule adherence and customer commitments.
Communicate schedule updates to customers and field agents to ensure alignment of priorities and resources.
Develop and maintain daily, weekly, and long-range forecast and schedules for Field Service Activities making real-time adjustments when needed.
Analyze service history and maintenance trends to improve planning accuracy, communicate repair root causes to drive prioritization of reactive visits, and elevate to the appropriate escalation paths.
Monitor resource availability, anticipate shortages or overcapacity, and recommend scheduling changes to supervisors, demonstrating resilience and sound judgment when navigating competing priorities.
Identify scheduling conflicts and implement solutions to minimize service delays and customer impact, effectively managing pushback and driving resolution to achieve business objectives.
Monitor Field Agent utilization, workload balancing, overtime, and schedule adherence across assigned territories.
Provide technical guidance and support to Planning and Scheduling peers and Field Service Personnel including knowledge sharing on more complex or time-sensitive cases.
Assist with identifying required replacement parts, materials, and equipment necessary to complete service activities.
Support field teams in estimating labor requirements and anticipated completion timeframes for corrective and preventive maintenance.
Serve as the primary coordination point between customers, field agents, and internal stakeholder, utilizing influencing skills and a leadership mindset to align priorities and drive timely outcomes.
Track and maintain KPIs aligned with schedule compliance, customer response times, on-time preventive maintenance rates, and support of Field Service Labor goals.
Perform all work in compliance with company quality procedures and standards.
Perform other duties as assigned.

Benefits

A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
Company-Provided Life and Accidental Death Insurance
Short and Long-Term Disability Insurance
Retirement Plan including a generous non-discretionary employer contribution and employer match.
Adoption Assistance
Wellness Programs
Employee Assistance Program
Commuter Benefits
Various voluntary benefit offerings
Discount programs
Parental leaves