Service Planner

Job title:

Service Planner

Company

Epiroc

Job description

Job Mission:To ensure seamless coordination between customers, field service engineers, and internal teams. The Service Planner is responsible for managing customer requests, scheduling jobs and maintaining efficient communication to ensure high-quality service delivery. By facilitating smooth operations, proactively addressing issues and keeping all stakeholders informed, the Service Planner plays a key role in enhancing customer satisfaction and operational efficiency.Principal Tasks:These tasks include but are not limited to the list below. The Service Planner is expected to take responsibility for any tasks which may be necessary to complete the job effectively and keep regular, open communication with the people and systems that are key to completing the work.Key Responsibilities:

• Manage incoming calls from customers and schedule service visits across the UK & Ireland. Prioritising based on urgency and customer needs.
• Co-ordinating both internal and external requests to ensure that no service visit is missed or delayed.
• Regularly update customers on the status of their service visit and provide timely information about the work being done, expected timelines and any potential issues.
• Plan FSE schedules to maximise productivity, balancing workloads, travel time and considering contractual agreements and customer needs.
• Ordering and tracking necessary parts and resolving supply chain issues.
• Update customers on the status of their orders and advise customers on due preventive maintenance activities.
• Monitor the status of planned service visits, ensuring that all work is performed as scheduled. In case delays communicate with customers, provide alternative options and manage expectations professionally.
• Proactively plan FSE leave schedules to avoid service disruptions. Work with the Operations Manager to ensure that enough FSE’s are available to carry out service activities.
• Support the Operations Manager in maintaining an optimal level of inventory for parts and equipment.
• Ensure that all FSE’s are up to date with the necessary training and certifications to perform their duties. Keep records of safety certifications and any other legal or regulatory compliance documentation.
• Provide ad hoc support to the wider Customer Service Team when required. Be adaptable to changing priorities and ensure that the team’s overall objectives are met.

Essential Experience:

• Excellent written and verbal communication skills.
• Proven experience working as a planner or in a similar role.
• Sound geographical knowledge of the UK & Ireland.
• Strong problem solving, decision making and analytical skills, demonstrate initiative and contribution to continuous improvement.
• Customer focused, dedicated to building long term relationships and exceeding expectations.
• Excellent interpersonal skills, high level of accuracy and attention to detail.

Desirable Experience:

• Experience using a service planning software (e.g. Synchroteam).
• Experience with SAP.
• Experience with Salesforce.
• Industry experience.

Schedule:

• Monday to Friday – 36 hours per week.
• 8am – 4pm, including a 45-minute break.
• Work Location: Hemel Hempstead.

Interview Process:

• First Stage: Competency based with the Hiring Manager, HR and Service Agreement Specialist.
• Second Stage: Hypothetical task evaluation with Hiring Manager, HR and Senior Management Member(s).
• Third Stage: Informal meet the team.

It all starts with people. The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed, we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation, together with customers and business partners in more than 150 countries, by developing and providing innovative and safe equipment, digital solutions, and aftermarket support.All new thinkers are welcome. We are looking for those who want to develop, grow, and dare to think new. In Epiroc we attract, develop, and retain diverse talent valuing authenticity and unique perspectives, driving our spirit of innovation. We foster an inclusive culture where diversity isn’t just a goal but a part of our values and way of working. This is how we do business for a sustainable future. Learn more at

Expected salary

Location

Hemel Hempstead, Hertfordshire

Job date

Wed, 06 Nov 2024 04:26:02 GMT

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