Service Planner

Principle Duties and Responsibilities:

• Plan PM work monthly, ensuring efficient scheduling and resource allocation.
• Plan approved quotes weekly, ensuring completion within one week after materials are ready, and coordinate with technicians and customers.
• Contact customers to plan the PM visit, providing clear scheduling details and expectations.
• Contact customers to plan the approved work, confirming timelines and addressing any concerns.
• Follow up on part orders, update systems accordingly, and advise customers on status and estimated completion dates.
• Ensure timely and professional communication with customers, maintaining a high standard of service.
• Optimize scheduling to reduce technician travel time and maximize efficiency.
• Maintain accurate records in FSM, ERP, and CRM systems to ensure seamless workflow and reporting.
• Work with call-intake daily to address and resolve broken links.
• Track and report total jobs needed for completion for Local account & key accounts customer.
• Release monthly PM schedules for Local account, ensuring completion within the same month as planned, and forecast completion dates.
• Monitor and manage SOs pending for parts, referencing OneNote for updates.
• Update portals daily for ETA or schedule changes.
• Effectively manage ETA report to ensure accurate and timely updates.
• Manage work orders according to Service Level Agreement (SLA).
• Prepare and provide biweekly reports on the service backlog and progress to the manager.
• Perform any additional tasks requested by the manager.

Knowledge, Skills, and Abilities Required:

• Strong editing/writing abilities for clear and professional communication.
• Ability to prioritize tasks independently and manage multiple deadlines.
• Good judgment and problem-solving skills for scheduling conflicts and customer concerns.
• Strong communication skills, both written and verbal, to effectively engage with customers and internal teams.
• Ability to take direction well and adapt to changing priorities.
• Ability to work well within a group, fostering teamwork and collaboration.

Computer Skills Required:

• Proficient with computers, data entry, and keyboard shortcuts to enhance productivity.
• Strong knowledge of Microsoft 365 family of apps, including Outlook, Excel, and Teams.
• Understanding of ERP, FSM, and CRM systems, with the ability to navigate and update data efficiently.
• Experience with scheduling and dispatching tools is an asset.

Education:

• College degree preferred.

Key Performance Indicators:

• Efficiency in scheduling PM and quoted work to meet deadlines.
• High customer satisfaction through proactive communication and timely updates.
• Reduction in technician travel time through optimized scheduling.
• Accuracy and completeness of records in FSM, ERP, and CRM systems.

Additional Information:

• Requires extended periods of sitting, reading, and typing.
• This job description is not intended to be an all-inclusive list of duties and responsibilities. Rather, it is intended only to describe the general nature of the job. Employees may be expected to perform other related duties as required to meet the ongoing needs of the organization.