Service Operations Planner

Spirax-Sarco Engineering; Cheltenham; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading industrial engineering group in the United Kingdom is seeking a Service Operations Planner to manage service contracts and coordinate engineers. The successful candidate will have a strong customer focus, excellent communication skills, and the ability to perform under pressure in a fast-paced environment. Benefits include a competitive salary, flexible working, 27 days of holiday, and private healthcare. The role emphasizes collaboration and attention to detail in delivering exceptional service to customers.

Benefits

Competitive salary

Flexible working

27 days holiday allowance

Private healthcare

Enhanced pension plan

Life assurance

Share Ownership Plan

Free onsite parking

Qualifications

• Proven experience in service operations or a related field.
• Ability to manage scheduling workloads and balance demand.
• Familiarity with customer relationship management.

Responsibilities

• Schedule service visits and communicate with Service Engineers.
• Monitor consumable and chemical usage for contract deliveries.
• Co-ordinate reactive customer visits and manage contract functions.

Skills

Excellent commercial awareness & customer focus

Excellent communication skills

Ability to perform under pressure

Ability to work collaboratively

Strong attention to detail

Proven ability to achieve KPIs

Job description

Service Operations Planner

Role Overview

To positively contribute towards the continued growth and success of the Service department by helping to facilitate the service contract delivery process from enquiry through to supply and invoice, including managing our contracts to support exceeding our customers' expectations. This entails coordinating the service & survey engineers, in a designated area, to ensure that you have efficiently managed this resource to support our customers' needs whilst maximising the time on site.

Objectives and responsibilities will focus on:

• Use the service diary to schedule service visits and communicate to Service Engineers, liaising with the Field Service Executive and Senior Service Engineers (where appropriate).
• Record and monitor consumable and chemical usage throughout the course of the contract to ensure timely availability and payment, referring to the Services Specialists, as appropriate.
• Liaise closely with credit control and sales engineers to manage our activities, protecting our working relationship whilst pro-actively managing risk.
• Liaise daily on further actions and reporting to the customer.
• Work with the Service Engineer to ensure he is clearly briefed and correct reporting is carried out.
• Undertake root cause analysis, recommending continuous improvement activities.
• Optimise the opportunities that your customer touches give you – asking the right questions and sharing, as appropriate.
• Co-ordinate reactive customer visits, including 24 hour priority response, commissioning, survey and audit requests.
• Ensure that you consistently follow business processes and make suggestions where you feel there are opportunities for the processes to be improved.

To be successful in this role you will demonstrate:

• Company Core Values at all times.
• Excellent commercial awareness & customer focus.
• Excellent communication skills (written & verbal).
• Ability to perform under pressure in an ever changing, fast pace environment.
• Ability to work collaboratively with other teams to achieve results.
• Ability to multi task and manage own time effectively.
• Strong attention to detail.
• Proven ability to achieve KPI’s & targets.
• Familiarity with scheduling workloads, balancing capacity and demand.
• Able to work under pressure and demonstrate excellent organisation skills.
• Confident, assertive and motivated individual.

Benefits

You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days’ paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts portal. We also offer a range of additional support and benefits through our Everyone is Included Group Inclusion Plan, detailed below.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. Our technologies play an essential role in critical industrial processes and industrial equipment across industries such as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender‑neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause‑friendly workplace principles and more. Learn more at https://www.spiraxgroup.com/en/life-at-spirax/our-inclusive-group/our-inclusion-commitments.

We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form or notify our recruitment partners.

The Steam Thermal Solutions business is one of three businesses within Spirax Group. Spirax Sarco and Gestra, are our two brands that form Steam Thermal Solutions and are global leaders in the supply of engineered solutions for the design, provision and maintenance of efficient industrial and commercial steam systems. Steam Thermal Solutions has global coverage across 67 operating units (called OpCos), organised into four Divisions: EMEA, APAC, Americas, Gestra.

Spirax Group is a FTSE100 and FTSE4Good multi‑national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare.

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.