Resource Planner Supervisor

Paycom - ATS; Wilmington (OH); Remote; USD 52,000 - 66,000; Full time

Benefits offered by this job

Healthcare benefits

Remote work option

Professional development

Job summary

EMSAR is seeking a Resource Planner Supervisor to lead a team of Resource Planners scheduling Field Service Engineers at customer sites based on client requirements and part availability. You will coordinate across teams, manage escalations, and ensure timely service delivery.

The role requires strong supervisory skills, experience with Salesforce/ServiceMax, and the ability to work in a remote-friendly environment. A high school diploma or higher with relevant experience is expected.

Qualifications

• 3+ years call center or customer service experience.
• 1+ years in a lead or supervisory role.
• Associates degree or higher and/or Trade School diploma or High School Diploma.
• Proficient in SalesForce/ServiceMax or equivalent.

Responsibilities

• Provide daily supervision to a team of Resource Planners.
• Meet weekly with each Planner to provide feedback.
• Enter client data into SalesForce/ServiceMax.
• Dispatch work orders to FSEs and coordinate scheduling.
• Create and monitor dashboards to track daily/weekly targets.
• Support onboarding and training for new hires.
• Escalate customer and FSE issues as needed.

Skills

Customer service

Interpersonal communication

SLA understanding

KPI understanding

Team leadership

Problem solving

Education

High School Diploma or Equivalent

Associate degree or higher or Trade School diploma

Tools

SalesForce/ServiceMax

Microsoft Office Suite

Job description

Headquartered in Wilmington Ohio, EMSAR is a fast-growing national field services company providingmaintenance, repair and installation services to OEM's in the Healthcare, Life-Science and self- service kiosk, .EMSAR's customer-centric model enables us to customize and deliver the highest qualitysolutions to our blue-chip and emerging client base. EMSAR's portfolio of services includesOn-site technical field support, including maintenance & repairBench repair and remanufacturingInstallationTraining and educationWe are looking for a Resource Planner Supervisor who is responsible for leading a team of Resource Planners tosuccessfully and efficiently schedule Field Service Engineers (FSE) at customer sites based on clientrequirements and parts delivery/availability. This role will help support the Central Scheduling Team whoprovides an exceptional customer service experience to our Philips Healthcare customers and to the FSEs wesupport. To perform this job successfully, an individual must be able to perform each essential dutysatisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform theseessential !unctions.What you'll be up to:• Provide daily supervision and direction to a team of Resource Planners to meet company goals andobjectives.• Meet with each Resource Planner weekly to provide feedback about their progress• Answer questions from Resource Planners and document new processes as they evolve.• Assist with customer and FSE escalations.• Coordinate work planning and scheduling across multi-functional work teams and client contacts inaccordance with established processes and procedures• Enter client data into SalesForce/ServiceMax• Dispatch work orders as requested to FSEs in EMSAR and client's Sales Force/Service Max systems• Coordinate scheduling of services provided by vendors and on-site team(s)• Monitor and create reports/dashboards to support Resource Planners in accomplishing daily/weeklytargets.• Work with operations teams to ensure work is being completed within client required timeframe($LA/contractual obligations)• Participate in meetings with EMSAR management and client's management to provide updates on progressand support initiatives.• Support on boarding activities for the team which may include conducting interviews and training new hires.• Exercise judgement and analytical skills to identify, investigate and escalate incongruent findings.Monitor dashboards to ensure timely review and closure of work orders owned by direct reports.• Performs additional duties as needed and/or assigned by supervisor/manager.Supervisory Responsibilities:Provides Supervisory oversight to a dedicated team.Leads and directs the work of others.Approving employee's time sheet, time off and over time approvalProvides guidance, reviews and approve the work of others.Administer progressive discipline and corrective counseling.Conduct quarterly, mid-year, and annual performance reviews.Guides and mentors dedicated team.Is responsible for overall team success.What we're looking for:General understanding of Service Level Agreeme1ts (SLA) and Key Performance Indicators (KPI)Proficient in SalesForce/ServiceMax or equivalentOutstanding interpersonal and written communication skillsProficient in Microsoft Office Suite (Outlook, Excel, Word, SharePoint, Teams) and other and cloudbased softwareUnderstanding of customer requirements and ability to assist with the coordination/interface with cross-functional teamsANDHigh School Diploma or Equivalent3+ years call center and/or customer service experience1 + years in a lead or supervisory roleORAssociates degree or higher and/or Trade School diploma1 + years call center and/or customer service experience1 + years in a lead or supervisory roleWORK ENVIRONMENT AND PHYSICAL DEMANDSAbility to sit, stand, bend, and reach for long periods for time exceeding 4 hoursOur commitment to you:A great team environmentCompetitive salaryHealthcare benefitsAbility to work remotely