Services Support Centre - Resource Planner

Philips; Farnborough; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading health technology company in Farnborough is seeking a Resource Planner for their Services Support Centre. This permanent position involves managing field service operations and ensuring exceptional customer service. Candidates should be motivated, possess excellent problem-solving skills, and have the ability to handle high call volumes efficiently. The role offers hybrid working options and requires strong communication skills.

Benefits

Competitive salary

Shift allowance

Performance bonus

Flexible benefits

Access to Philips University

Qualifications

• Motivated, proactive with a desire to learn.
• Able to work independently and as part of a team.
• Strong written and verbal communication skills.
• Ability to manage workloads and priorities efficiently.
• Capable of working under pressure.

Responsibilities

• Handle incoming calls for all modalities.
• Incident planning and case management.
• Manage field capacity for scheduling.
• Prioritize and reschedule event types as needed.
• Dispatch Field Services Engineers based on urgency.
• Coordinate orders of spare parts and inform customers.
• Keep customers updated on their call status.

Skills

Proactive attitude

Problem-solving skills

Communication skills

Organizational skills

IT skills (Microsoft suite)

Job description

Job TitleServices Support Centre - Resource Planner Job Description

We now have an exciting new permanent opportunity within Philips Healthcare working in our busy Services Support Centre. We are seeking an exceptional individual to take the role of Services Support Centre Resource Planner (Short Term)

You will be an excellent problem solver, working as a team to ensure you deliver the optimal solution in all instances, remaining calm under pressure whilst imparting total confidence with our customers

Your role:

• Handling incoming calls for all modalities (including US & HPM)
• Incident planning & case management for all Philips managed modalities (including Scotland US, Philips HPM Field Service Engineers (FSE’s))
• Ensuring appropriate management of field capacity, to allow for correct scheduling by planning resource team for all Philips managed modalities (including Scotland US, Philips HPM FSE’s)
• Correctly prioritizing and rescheduling where required for all event types within a 48 hour timeframe.
• Assigning and dispatching of Field Services Engineers (FSE’s) based on the advice from an onsite technical helpdesk taking into consideration the FSE's location, workload and urgency of the situation.
• Management of Field Service Engineer (FSE’s) absence requests for all Philips managed modalities (including Scotland US, Philips HPM FSE’s)
• Coordinating orders of spare parts if required and keeping the customer and engineers informed at every stage (including material only parts orders)
• Ensuring customers are aware of the status of their call and the actions taking place.

You’re right for this role if:

• A motivated, proactive attitude with the desire to learn and capitalise on this opportunity to launch your career
• Resilient and confident character, with excellent problem-solving skills.
• Can work independently and as part of a team
• Prepared to take ownership of customer problems through to completion and remain calm in such situations
• Strong written and verbal communication skills
• Demonstrated commitment to satisfy customers, able to build trust and confidence.
• Ability to work as an individual and as part of a team.
• Ability to manage workloads and priorities. Good organizational skills
• Ability to work to pre-determined targets and timescales
• Strong basic IT skills (Microsoft suite)
• The ability to work well under pressure, and while managing a high volume of telephone calls.

You are part of the Service Support Centre in the Health Systems Business at Philips. You will report into the Customer Care Centre Manager directly.

This role is based in Farnborough, Hampshire with hybrid working (i.e. flexibility to work from home a 2 days a week once the initial training period is over)

Shift Patterns

8.00am - 4.30pm / 9.00am – 5.30pm weekly rotation with a 11.30am – 8.00pm shift once a fortnight, and a Saturday or Sunday 8.00am – 4.30pm shift once every 6 weekends. Weekend and late shift work can be done from home.

From a market related salary, a competitive shift allowance and a performance bonus to family friendly policies, flexible benefits and access to Philips University, a career at Philips comes with all sorts of wonderful benefits. Be sure to speak to your recruiter about all the benefits on offer.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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 the lives of others.

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

About Philips UKI

In the UK, we are recognised as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment. We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability.

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.

For more information, read our Inclusion and Diversity Policy and, to know more about your Human Rights, we encourage you to view this report.

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