Supporting Resource Planner

We are looking for a Supporting Resource Planner that is primarily responsible for contacting customers and preparing them for Resource Planners to schedule services through the coordination of the field service engineer's schedule and parts delivery/availability. This role will help support the Central Scheduling Team who provides an exceptional customer service experience to our Philips Healthcare customers and to the technicians we support. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions.

What you will be up to:

• Contact customers in the healthcare sector to confirm inventory to prepare for scheduling onsite services
• Assist as needed with hourly monitoring of email and reports for incidents and subsequent creation of work orders and first outbound contact.
• Support Resource Planners in strategically planning and scheduling across multi-functional work team and client contacts in accordance with established processes and procedures
• Deliver effective and efficient planning in line with business objectives and obligations.
• Enter client data into SalesForce/ServiceMax
• Dispatch work orders as requested to field service engineers in EMSAR and client's SalesForce/ServiceMax systems
• Coordinate scheduling of services provided by vendors and on-site team(s)
• Determine requirements of new work orders
• Monitor electronic dashboards and act as needed
• Exercise judgement and analytical skills to identify, investigate and escalate incongruent findings
• As needed, assists in ordering parts for onsite services.
• As applicable, assist with the technical and financial work order reviews.
• As needed, assists in mapping coordinates for efficient travel
• Performs additional duties as needed and/or assigned by supervisor/manager

• General understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• General experience in SalesForce/ServiceMax or equivalent
• Outstanding interpersonal and written communication skills
• Proficient in Microsoft Office Suite (Outlook, Excel, Word, SharePoint, Teams) and other and cloud-based software
• Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams

AND

• High School Diploma or Equivalent
• 1-3 years' call center and/or customer service experience

OR

• Associates degree or higher and/or Trade School diploma
• 1+ years' call center and/or customer service experience

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours

Our commitment to you:

• A great team environment
• Ability to work remotely
• Supportive leadership