Resource Planner I

EMSAR•Wilmington, OH

About The Position

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. What you’ll be up to: 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/ServiceMax Ordering and tracking parts for onsite services Dispatch work orders as requested to field service engineers in EMSAR and client’s SalesForce/ServiceMax 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 incongruent 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

Requirements

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

Responsibilities

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/ServiceMax
Ordering and tracking parts for onsite services
Dispatch work orders as requested to field service engineers in EMSAR and client’s SalesForce/ServiceMax 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 incongruent 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