Field Service Planner

Field Service PlannerSalary Range $76,750.00 - $122,800.00 Salary Level Experienced Position Type Full Time Job Shift Day Travel Percentage 0% Category ManufacturingDescriptionPOSITION 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.ESSENTIAL RESPONSIBILITIES:Manage scheduling requirements for internally-driven projects, external customer demands-including channel partners, and field service technician generated assignmentsConduct continuous planning based upon field service forecast, service resource capacity and customer requirementsUtilize field service management system to schedule, manage, track and report service technician resourcesLead and manage the effort to leverage technical resources across Duravant through collaboration across operating companiesWork closely with project managers to assure resources are scheduled for new equipment installation/start-up project plans and requirementsAnalyze planned scheduling needs for installation/start-up projects against sold proposals to assure margins are being maintainedWork independently to schedule and dispatch service technicians for emergency after-hours and other technical supportMaintain primary contact responsibility to customers and technicians to resolve scheduling conflicts and other work order related issuesResearch opportunities and assign customer courtesy visits to schedule techniciansArrange non-field service resources required for field work executionDevelop and maintain service key performance indicators (KPIs)Optimize service technician utilization ratesAchieve high customer satisfaction for services performed while driving revenue and profit growthQualificationsPOSITION SPECIFIC COMPETENCIES:Critical thinking to drive service execution overall effectivenessAnalytical skills to examine data, capture issues, and solve problemsAbility to work independently to solve problems and handle difficult and complex challengesCustomer-centric orientation to build rapport with customer and achieve satisfactionResults focus on desired outcomes and how best to achieve themTeamwork, cooperation and commitment to achieve common goals within a diverse teamTime and priority managementVerbal and written communication skills to convey ideas and facts in a manner to be clearly understoodPOSITION REQUIREMENTS:Bachelor's degree in relevant field or equivalent experience requiredStrong computer literacy and ability to learn new software quicklyExperience with remote field service and scheduling preferredCustomer service experience