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Primary Purpose and Overall Objective of the Job:
The Planner & Scheduler is the interface between Support Center & Field Service activities. He/she is responsible for updating and monitoring the field agents resources capacity, schedule in an accurate manner field interventions, with proper urgency assessment, considering spare parts supply constraints.
Main Accountabilities:
- Optimize service and support planning, assignment, and dispatching. -
- Update and manage the service schedule in a timely and accurate manner
- Plan and communicate on assignments in advance
- Assign and dispatch field agents with the right skills to a work order, in alignment with service levels and severity
- Ensure and check if field agents are equipped with required parts to perform field service visits
- Inform customers and confirms appointments
- Coordinate, communicate and work cross functionally with service teams: coordinate all types of field activities
- Identify resource needs/shortage/excess (complex tasks combining long term planning activities, initiate process & KPI improvement)
- Work closely with supply chain to provide input for spare parts planning, orders and delivery
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