Planner II

bioMérieux is seeking a Planner II to apply advanced planning, scheduling, and coordination expertise to field service activities, ensuring timely execution of preventive maintenance, corrective maintenance, installations, upgrades, and repairs.

About the Role

This position serves as a technical resource to planning teams and field engineers, providing guidance on service requirements, parts identification, labor estimates, and scheduling strategies to maximize customer satisfaction and operational efficiency.

Responsibilities

• Review incoming service requests and determine appropriate prioritization based on business impact, customer needs, and resource availability.
• Assign and communicate job orders to field agents, considering availability, skills, and service requirements.
• Support resolution of critical service events to minimize instrument downtime and maximize customer satisfaction.
• Drive active communication with customers and field action for setting appointments and ensuring on-time arrival, influencing stakeholders to maintain schedule adherence and customer commitments.
• Communicate schedule updates to customers and field agents to ensure alignment of priorities and resources.
• Develop and maintain daily, weekly, and long-range forecasts and schedules for field service activities, making real-time adjustments as needed.
• Analyze service history and maintenance trends to improve planning accuracy, communicate repair root causes, and elevate issues to appropriate escalation paths.
• Monitor resource availability, anticipate shortages or overcapacity, and recommend scheduling changes to supervisors.
• Identify scheduling conflicts and implement solutions to minimize service delays and customer impact.
• Monitor field agent utilization, workload balancing, overtime, and schedule adherence across assigned territories.
• Provide technical guidance and support to planning and scheduling peers and field service personnel, including knowledge sharing on complex or time-sensitive cases.
• Assist with identifying required replacement parts, materials, and equipment necessary to complete service activities.
• Support field teams in estimating labor requirements and anticipated completion timeframes for corrective and preventive maintenance.
• Serve as the primary coordination point between customers, field agents, and internal stakeholders, utilizing influencing skills to align priorities and drive timely outcomes.
• Track and maintain KPIs aligned with schedule compliance, customer response times, on-time preventive maintenance rates, and field service labor goals.
• Perform all work in compliance with company quality procedures and standards.
• Perform other duties as assigned.

Requirements

• High School Diploma, GED, or equivalent.
• 4+ years of related experience coordinating customer communications, confirming service appointments, managing field agent maintenance/repair activities, or leveraging field service operations to improve operational efficiency and customer satisfaction.
• Demonstrated experience communicating with customers and field personnel in a fast-paced, high-volume customer service environment to coordinate service activities and resolve issues efficiently.

Preferred Qualifications

• Previous field service, field application, or supply chain buyer planning experience, including hands-on field service support, troubleshooting, equipment maintenance, diagnostics, repairs, and technical support across diverse environments.
• Laboratory operations experience.
• bioMérieux or in vitro diagnostics (IVD) product experience.
• Experience supporting or planning for medical devices, laboratory instrumentation, diagnostics equipment, or highly technical service environments.
• Associate’s degree in Engineering, Electronic Technology, Medical Technology, Computer Science, Biomedical, technical, life science, or related discipline.
• Change agent to drive continuous process improvement initiatives across planning, scheduling, and field service operations.

Skills

• Leading without authority through influence and guidance of others toward a common goal.
• Drive for results while successfully removing barriers and troubleshooting issues to identify and resolve problems efficiently.
• Ability to manage and meet competing deadlines, requiring careful prioritization and time management.
• Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
• Intermediate skill in MS Office tools (Outlook, Teams, Word, Excel).
• Skilled in using Salesforce, SAP, Oracle, or similar service management and ERP systems.
• Ability to effectively communicate with customers and field agents by phone in a fast-paced customer support environment.

Working Conditions

• Ability to remain in a stationary position (sitting or standing) for prolonged periods.
• Ability to ascend/descend stairs, ladders, ramps, and the like.
• Ability to adjust or move objects up to 50 pounds in all directions.
• Domestic travel: up to 10%.
• This is a site-based position; the selected candidate will report to one of our field offices in Salt Lake City or Raleigh/Durham 2-3 days/week.
• Special consideration for team members who currently work in a field-based or remote capacity.
• This position supports the West Coast. If reporting to Salt Lake City, the schedule will be 8:30 AM–5:00 PM MST. If reporting to Raleigh/Durham, the schedule will be 10:30 AM–7:00 PM EST.

Pay

The estimated wage range for this field-based role in Utah or North Carolina is $32.30–$39.00 per hour. Actual compensation within this range is determined based on experience. This role is eligible for a variable annual bonus based on company, team, and individual performance.

Benefits

• A choice of medical (including prescription), dental, and vision plans with nationwide coverage and telemedicine options.
• Company-provided life and accidental death insurance.
• Short- and long-term disability insurance.
• Retirement plan with a generous non-discretionary employer contribution and employer match.
• Adoption assistance.
• Wellness programs.
• Employee assistance program.
• Commuter benefits.
• Various voluntary benefit offerings.
• Discount programs.
• Parental leaves.