Service Planner (II)

Overview

Service Planner II coordinates and prioritizes outstanding work order tasks for Customer Engineers to ensure timely service delivery against contractual terms.

What you'll do

• Proactively plan, prioritize, and assign all outstanding work order tasks for Customer Engineers, ensuring prompt delivery of service to meet contractual terms and conditions.
• Monitor and control all outstanding work orders within assigned geographical areas, including resources and parts.
• Identify and escalate to the Team Leader or Territory Manager any situation that will cause a work order to exceed the contractual response or fix time.
• Move engineers across territory boundaries to fill any skill or resource shortfall.
• Perform predefined start and end of day processes within Call Management.
• Record requested information for customer complaints referred from outside sources and manage escalations as defined.
• Maintain effective and timely communication with engineers, obtain regular progress updates for outstanding work orders, and transmit required messages to Customer Engineers within the territory.
• Provide a central point of communication for engineers and handle incoming telephone messages that need to be transmitted to engineers within the territory.
• Use information from Territory Managers to maintain the current duty roster and Customer Engineer schedule, and record all incidents relating to CE availability, sickness, holidays, and planned work commitments; regularly inspect holiday and absence tools used by Territory Managers.
• Escalate to the Team Leader and Territory Manager when available CE resource levels fall below the determined limit, and report daily records of CE availability and workload.
• Ensure correct and timely closure and completion of all work orders.
• At call closure, verify entitlement of the correct serial number for the device being repaired and ensure the correct bill type is included in each call so that all cash and charge revenues are billed, except where automatic closure by the CE is available.
• Provide parts management and coordination (working with Logistics for SLAs) as assigned.
• Follow Global Call Management tools, processes, and procedures as documented and posted in GP&S Scope.

What you'll need

• Graduate in any discipline.
• Basic PC literacy.
• Keyboard proficiency.
• Understanding of geographical areas and ability to use mapping tools for assigning work orders.
• Understanding of Windows-based applications and tools.
• Relationship building skills.
• Excellent verbal and written communication skills, as well as listening skills.

Nice to have

• Two to three years' experience in coordination, customer service, or support.

Details

• Location: Mumbai, India.
• Work environment may require rotating, weekend, holiday, or extended hours to accommodate 7 x 24 operations.
• Involves prolonged periods of PC and telephone usage.
• Works in a team environment and interacts with multiple internal customers.
• Reports to the Call Management Team Leader.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.