Job Title: Service Business Planner
Reports to: Service Business Team Lead
Contract Type: Fixed-Term Contract
Overview: To deliver the highest standard of customer service to our customers and to liaise daily with our Field Service Team and Internal Service team to ensure best practice and excellence every day.
Requirements
Education
* Business Degree desirable but not essential
Skills & Experience
* 2-3 years of experience in a similar role.
* Experience managing engineers’ schedules.
* Excellent communication skills with the ability to communicate effectively with customers and colleagues.
* Ability to work under pressure in order to meet deadlines.
* Strong analytical, problem-solving and decision-making skills.
Duties & Responsibilities
* Service Scheduling Coordination
o Assist with the schedule of all service labour appointments for the Company's Service & Commissioning Engineers once the customer order number and appropriate paperwork have been received. Work is to be planned proactively in advance and emergency breakdowns are to be responded to efficiently.
o Allocate the appropriate skill-coded Engineer, ensuring that all Engineers have a full day’s work i.e. 100% utilised.
o Maximise service revenues by achieving monthly service labour targets and monthly forecasting.
o Update the Service Board as soon as new information becomes available and maintain an updated version.
o Respond to all Customer Schedule inquiries in a professional and efficient manner and ensure that all queries are closed out without delay.
o Maintain regular contact with the customer, keeping them informed of progress at all times.
o Prepare and issue Quotations for breakdowns and emergency service response and follow through effectively.
o Carry out administrative duties to support the efficiency and effectiveness operation of the Scheduling Function.
o Provide clear and accurate instructions to the Engineers to ensure that all service work is carried out as specified and that information regarding the job including duration, contact persons on site and the type of job is properly communicated.
o Ensure that all spare parts or equipment have arrived on site prior to the engineer attending the site.
o Procure non-stock Service Spare Parts.
* Ad Hoc Duties
o Assist other functions within the Service Team as required with administration and ad-hoc tasks.
o Provide back-up support and cover within the Scheduling Function during periods of absence.
o Participate in Company Stock Checks as required.
o General Reporting.
o Any other Ad Hoc duties as required.
Requirements & Core Competencies
* Ownership & Accountability: To work efficiently and effectively, and to take full ownership and accountability for resolving all queries – and to seek direction and approval from management where required.
* Professional Relationships: To maintain strong and professional relationships with customers and colleagues, and to deliver excellent service to both to the very best of your abilities at all times.
* Team Player: To proactively contribute to the Company’s success and act as a responsible team player to support colleagues and the best interests of the Company at all times.
* Continuous Improvement: To commit to the on-going success of the Company and undertake to actively identify and deliver continuous improvement and growth within the Company.
* IT Skills: To commit to continuous learning and the use of the latest IT equipment and software as required by the role.
* Policies & Procedures: To follow Company Directives and adhere to Company Policies and Procedures at all times.
* Flexibility: To demonstrate a flexible approach to working hours in order to cope with urgent situations and an unexpected workload as well as a willingness to undertake the additional duties which may be required from time to time by the Company to ensure the efficient and effective operation of the Service Department.
Skills
* Experience Managing Engineers Schedules
* Excellent Communication Skills
* Ability to work under Pressure & Meet Deadlines
* Strong Analytical Skills
Benefits
* Pension
* Life Assurance
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