Service Planner

Franke; Hatfield; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days holidays

Private Healthcare

Life Insurance

Income Protection

EV car salary sacrifice

Cycle to work scheme

Job summary

Franke Coffee Systems in Hatfield is seeking a proactive Service Planner to efficiently schedule and coordinate service engineers for coffee machine maintenance and repairs. The role involves Monday–Friday work with occasional weekend support to back up engineers operating seven days a week.

Key duties include optimizing daily, weekly and monthly schedules, coordinating appointments, and ensuring clear communication with customers and engineers.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to analyse data and make informed decisions.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Proactive and thinks for the long term; strong problem-solving skills.
• Ability to work under pressure and handle challenging situations.

Responsibilities

• Schedule management: plan and optimize daily, weekly and monthly schedules for service engineers.
• Coordinate with customers to schedule service appointments.
• Utilize mapping/software to optimize engineer routes and increase daily calls.
• Serve as main contact for engineers; communicate delays or changes.
• Maintain accurate records of schedules and engineer availability in CRM.

Skills

Communication

Data analysis

Customer focus

Proactivity

Problem solving

Tools

Microsoft Office

Job description

About Franke

At Franke Coffee Systems, we believe every great coffee starts with great people. We're not just in the business of coffee machines: we're in the business of creating exceptional coffee experiences. As a global leader in professional coffee solutions, we combine Swiss precision engineering, cutting-edge innovation, and customer insight to help businesses deliver unforgettable coffee moments, cup after cup. As we continue to invest in our UK business and expand our team, there's never been a better time to join us and be part of a company where every role contributes to something exceptional.

About the job

As a highly organised and proactive Service Planner you will be responsible for efficiently scheduling and coordinating our service engineers to ensure all coffee machine service requests are handled promptly and effectively. Your efforts will be key to maintaining high levels of customer satisfaction and operational efficiency. While the position primarily involves working Monday
to Friday, some weekend work will be required to support our engineers who operate seven days a week.

Your tasks

• Schedule Management: Plan and optimize the daily, weekly, and monthly schedules for service engineers, taking into consideration customer needs, engineer availability, and geographical logistics.
• Appointment Coordination: Coordinate with customers to schedule service appointments that are convenient while ensuring efficient use of resources.
• Route Optimization: Utilize mapping and scheduling software to optimize engineers' routes, reducing travel time and increasing the number of service calls completed per day.
• Communication: Serve as the main point of contact for service engineers, facilitating clear and timely communication regarding service appointments, delays, or any changes to scheduled services.
• Record Keeping: Maintain accurate and up-to-date records of service schedules, customer interactions, and engineer availability in the company's CRM system.
• Issue Resolution: Address and resolve any scheduling conflicts or issues that arise in a timely and effective manner, ensuring minimal impact on service delivery.
• Feedback Collection: Gather feedback from service engineers post-service to identify areas for improvement in scheduling and service delivery.
• Performance Reporting: Generate reports on service efficiency, customer satisfaction and engineer utilization for management review.
• Continuous Improvement: Continually assess and improve scheduling processes and tools to increase efficiency and enhance service levels.
• Team Collaboration: Work closely with other departments, such as customer service, PPM, Installs and Workshop, to ensure a seamless service experience for customers.
• Be able to work on different reports on a daily basis including Microsoft Office packages.

Requirements

• Excellent communication and interpersonal skills.
• Ability to analyse data and make informed decisions.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Proactive
  and thinks for the long termStrong problem-solving skills.
• Ability to work under pressure and handle challenging situations.
• High level of integrity and professionalism.

What we offer you

• Opportunity to work in a collaborative and innovative environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.
• Be part of a company committed to excellence and innovation.
• 25 days of holidays
• Private Healthcare for you, with the option to add partner and children
• Life Insurance
• Income Protection
• EV car salary sacrifice
• Cycle to work scheme