Bilingual Reactive Resource Planner

Philips Iberica SAU; Mississauga; On-site; CAD 42,000 - 64,000; Full time

Job summary

A leading health technology company is seeking a Bilingual Reactive Resource Planner in Mississauga. The role involves managing schedules for Field Service Employees, ensuring excellent customer service and operational efficiency. Candidates should possess strong resource planning skills and be bilingual in French and English. This full-time position requires presence in the office at least 3 days a week, offering a competitive salary range of $42,000 to $64,000 plus benefits.

Benefits

Generous PTO

DC Pension

Stock purchase plan

Education reimbursement

Qualifications

• 2+ years of experience in resource planning or operations coordination.
• Bilingual in French and English is required.
• Proficiency with Microsoft Office Suite programs.

Responsibilities

• Coordinate scheduling for Field Service Employees.
• Manage inbound and outbound calls for customer service.
• Handle exception management for service orders.

Skills

Resource planning

Bilingual French and English

Customer service

Microsoft Office Suite

ServiceMax

Education

High school diploma or equivalent

Associate degree or higher

Tools

SAP

Salesforce

Job description

Job TitleBilingual Reactive Resource Planner

Job Description

As a Bilingual Reactive Resource Planner for the Philips Canada Services and Solutions Delivery (S&SD) organization, you will coordinate Field Service Employee (FSE) schedules for customer service appointments, facilitating parts delivery and equipment availability, contributing to the establishment of a world-class planning organization focused on exceptional customer service, and efficiently planning work orders while interacting with both internal and external customers via phone and email.

Your role:

• Serving as the primary contact for scheduling field resources and managing exceptions or escalations of service orders, handling exception management by balancing business obligations, resource availability, and customer demand. Inputting case activity notes and managing projects as assigned.
• Creating and dispatching work orders in ServiceMax, manually dispatching multivendor cases outside of the digital dispatch scope, and scheduling customer appointments as requested. Processing Field Service Employees’ standard parts orders, securing approval for high-cost items, and facilitating service parts movement between cases and work orders.
• Handling inbound and outbound calls for both external and internal customers, checking customer entitlements, and collaborating with the Contracts team for corrections. Raising Installed Product Change Requests (IPCRs) and Service Now (SNOW) tickets to address functionality issues, managing integration errors between ServiceMax and SAP, and assisting in parts ordering errors and exceptions.
• Monitoring backorders and escalating when necessary, dispatching critical and out-of-scope cases, and ensuring 100% compliance to schedule adherence while completing action assignments by end of shift. Ensuring zero error rates in parts orders, checking submission accuracy, and following proper procedures for orders requiring cancellations.
• Managing FSE stock and replenishment, ordering tools, handling bin checks and stock requests, managing backorders, and ordering Defective On Arrivals (DEFOAs) utilizing the Service Parts Supply Chain (SPS) catalog.
• This role will cover shift hours from 10AM-6PM ET, Mon-Fri.

You're the right fit if:

• You’ve acquired 2+ years of experience in resource planning, operations coordination, supply chain management, customer services, or other related field of work.
• Bilingual French and English skills, both written and verbal, are required.
• Your skills include proficiency with Microsoft Office Suite programs (Outlook, Word, Excel, Teams). Experience with ServiceMax, Salesforce, SAP, and/or other customer relationship management (CRM)/scheduling tools preferred.
• You have a high school diploma or equivalent. Associate degree or higher level of education preferred.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this office position.
• You must be able to:
  • Work in an office/home office and/or remote setting.
  • Work flexible hours (as needed based on business needs i.e. other shift times, weekends, on-call, or mandatory extra hours dependent on workload).

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Pay Transparency Details

The annual pay range for this position is $42,000.00 to $64,000.00, plus overtime eligible.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive plan, field service incentive bonus, sales commission or long-term incentives maybe offered.Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includesa generous PTO,DC Pension, Flex Dollars (for HSA/PSA/RRSP), stock purchase plan, education reimbursement and much more.Details about our Canada benefitscan be found here .

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions aredependent upon the facts and circumstances of each case.

Additional Information

Canadian work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Mississauga, ON.

Philips Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.