Field Service Planner

Duravant; Wood Dale (IL); On-site; USD 70,000 - 95,000; Full time

Job summary

Duravant in Wood Dale, IL is seeking a Field Service Planner to allocate field service resources, schedule appointments, assign work orders, and manage the overall service schedule for installations, planned maintenance and emergency break-fix activities.

You will collaborate with project managers, forecast demand, optimize technician utilization, maintain KPIs, and ensure high customer satisfaction while driving service revenue.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Strong computer literacy and ability to learn new software quickly.
• Experience with remote field service and scheduling preferred.
• Customer service experience.

Responsibilities

• Manage scheduling requirements for internally-driven projects and external customer demands.
• Conduct continuous planning based upon field service forecast, service resource capacity and customer requirements.
• Utilize field service management system to schedule, manage, track and report service technician resources.
• Lead and manage the effort to leverage technical resources across Duravant through collaboration across operating companies.
• Work closely with project managers to assure resources are scheduled for new equipment installation/start-up project plans and requirements.
• Analyze planned scheduling needs for installation/start-up projects against sold proposals to assure margins are being maintained.
• Work independently to schedule and dispatch service technicians for emergency after-hours and other technical support.
• Maintain primary contact responsibility to customers and technicians to resolve scheduling conflicts and other work order related issues.
• Research opportunities and assign customer courtesy visits to schedule technicians.
• Arrange non-field service resources required for field work execution.
• Develop and maintain service key performance indicators (KPIs).
• Optimize service technician utilization rates.
• Achieve high customer satisfaction for services performed while driving revenue and profit growth.

Skills

Critical thinking

Analytical skills

Independent problem solving

Customer-centric

Results driven

Teamwork

Time management

Verbal and written communication

Education

Bachelor’s degree in relevant field

Job description

Position Summary

The Field Service Planner is responsible for the efficient allocation of field service resources to meet customer equipment service requirements and maximize utilization. The Planner works directly with customers to schedule field service appointments, assigns work orders to field service technicians, and manages the overall service schedule for installation, planned maintenance and emergency break-fix activities.

• Manage scheduling requirements for internally-driven projects, external customer demands-including channel partners, and field service technician generated assignments


• Conduct continuous planning based upon field service forecast, service resource capacity and customer requirements


• Utilize field service management system to schedule, manage, track and report service technician resources


• Lead and manage the effort to leverage technical resources across Duravant through collaboration across operating companies


• Work closely with project managers to assure resources are scheduled for new equipment installation/start-up project plans and requirements


• Analyze planned scheduling needs for installation/start-up projects against sold proposals to assure margins are being maintained


• Work independently to schedule and dispatch service technicians for emergency after-hours and other technical support


• Maintain primary contact responsibility to customers and technicians to resolve scheduling conflicts and other work order related issues


• Research opportunities and assign customer courtesy visits to schedule technicians


• Arrange non-field service resources required for field work execution


• Develop and maintain service key performance indicators (KPIs)


• Achieve high customer satisfaction for services performed while driving revenue and profit growth

Essential Responsibilities

• Manage scheduling requirements for internally-driven projects, external customer demands-including channel partners, and field service technician generated assignments


• Conduct continuous planning based upon field service forecast, service resource capacity and customer requirements


• Utilize field service management system to schedule, manage, track and report service technician resources


• Lead and manage the effort to leverage technical resources across Duravant through collaboration across operating companies


• Work closely with project managers to assure resources are scheduled for new equipment installation/start-up project plans and requirements


• Analyze planned scheduling needs for installation/start-up projects against sold proposals to assure margins are being maintained


• Work independently to schedule and dispatch service technicians for emergency after-hours and other technical support


• Maintain primary contact responsibility to customers and technicians to resolve scheduling conflicts and other work order related issues


• Research opportunities and assign customer courtesy visits to schedule technicians


• Arrange non-field service resources required for field work execution


• Develop and maintain service key performance indicators (KPIs)


• Optimize service technician utilization rates


• Achieve high customer satisfaction for services performed while driving revenue and profit growth

Qualifications

POSITION SPECIFIC COMPETENCIES

• Critical thinking to drive service execution overall effectiveness


• Analytical skills to examine data, capture issues, and solve problems


• Ability to work independently to solve problems and handle difficult and complex challenges


• Customer-centric orientation to build rapport with customer and achieve satisfaction


• Results focus on desired outcomes and how best to achieve them


• Teamwork, cooperation and commitment to achieve common goals within a diverse team


• Time and priority management


• Verbal and written communication skills to conveys ideas and facts in a manner to be clearly understood

Position Requirements

• Bachelor’s degree in relevant field or equivalent experience required


• Strong computer literacy and ability to learn new software quickly


• Experience with remote field service and scheduling preferred


• Customer service experience