Field Service Planner

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
• 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

• 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
• Versatility in verbal and written communication skills to convey ideas and facts in a manner to be clearly understood