Service Planner

Franke LLC; St Albans; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days holidays

Private Healthcare

Job summary

Franke Coffee Systems is seeking a detail-oriented Service Planner to schedule and coordinate our service engineers, ensuring timely handling of machine service requests and high customer satisfaction.

The role primarily runs Monday to Friday with occasional weekend work to support engineers who operate seven days a week. You will collaborate with multiple departments to ensure a seamless service experience.

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.
• High level of integrity and professionalism.

Responsibilities

• Plan and optimize daily, weekly, and monthly service engineer schedules.
• Coordinate with customers to book service appointments.
• Utilize mapping and scheduling software to optimize engineer routes.
• Serve as main point of contact for engineers; communicate delays or changes.
• Maintain accurate service schedules, customer interactions, and engineer availability in the CRM.
• Address scheduling conflicts promptly and raise improvements for service delivery.

Skills

Communication

Data analysis

Customer focus

Proactivity

Problem solving

Under pressure

Integrity

Tools

CRM software

MS Office

Scheduling software

Mapping software

Job description

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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 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

• 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 term
• Strong 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

Important information for all executive search companies, headhunters and HR consultants

The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.