Service Planner
KEY RESPONSIBILITIES:
• Manage and schedule service contract execution.
• Coordinate site resources and plan manpower requirements.
• Schedule Field Service technicians, third-party contractors, and authorized service partners.
• Support project timelines for internal stakeholders.
• Ensure necessary parts are available for site visits.
• Communicate effectively with customers and partners throughout the scheduling process.
• Provide flexibility to support all Gulf time zones.
• Check and enhance Work Orders in bridge Field Services (bFS) or other Schneider systems.
• Prioritize interventions in the backlog based on customer type, contract SLAs, and resource availability.
• Assign work orders for the next three months, balancing customer needs with material delivery and FSR
availability.
• Optimize scheduling to enhance profitability.
• Monitor intervention execution and reschedule or cancel as needed.
• Maintain Work Order data quality, including billable information and planner deviations.
• Complete work orders for non-connected external technicians (time entries, deviations, site intervention
reports).
• Participate in regular meetings with the Field Services Execution team to develop improvement plans based on
performance metrics.
QUALIFICATIONS:
• IT / Engineering Degree ideally.
• Minimum Five (5) years' experience in planning activities with a minimum of two (2) years serving in a team.
• Ability to prioritize and manage tasks simultaneously.
• Strong organizational and planning skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment.
• Proficient in-service management software and tools.
• Flexibility to accommodate scheduling across multiple time zones.
• Previous experience in service planning or a related field is preferred.
• Ability to build relationships and teams and maintain useful interaction with all involved parties.
• Other technical qualifications are acceptable subject to review.
OTHER REQUIREMENTS:
• Proven support of internal stakeholders.
• Ability to ensure parts are onsite and manage site resources.
• Scheduling of Field Service Representatives and service contract execution.
• Adherence to customer-specific instructions.
• Effective communication with customers and partners.
• Flexibility to support all Gulf time zones.
• Technical support and data quality maintenance.
• Meeting facilitation and order management.
• Intervention monitoring and preparation.
• Work order check/enrichment.
• Backlog prioritization.
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PERFORMANCE KPI:
• Service Contract Execution Rate: Percentage of service contracts executed on time versus the total contracts
scheduled.
• Resource Utilization Rate: Percentage of manpower and site resources effectively utilized against planned
schedules.
• FSR Scheduling Efficiency: Average time taken to schedule FSR, third-party contractors, and authorized service
partners.
• Parts Availability Rate: Percentage of site visits where necessary parts were available versus total site visits.
• Customer Communication Effectiveness: Customer satisfaction score related to communication during the
scheduling process (could be gathered through surveys).
• Response Time to Backlog Prioritization: Average time taken to prioritize interventions in the backlog based
on SLAs and resource availability.
• Work Order Accuracy Rate: Percentage of Work Orders checked and enhanced in the system with accurate
data inputs.
• Profitability of Scheduled Interventions: Profit margin achieved on scheduled interventions compared to
forecasts.
• Intervention Reschedule/Cancel Rate: Percentage of scheduled interventions that had to be rescheduled or
canceled.
• Work Order Data Quality Index: Measure of the accuracy and completeness of Work Order data, including
billable information and deviations.
• Completion Rate for External Technicians: Percentage of completed work orders for non-connected external
technicians within the expected timeframe.
• Improvement Plan Implementation Rate: Percentage of improvement plans developed during meetings that
are actively implemented.
• Documentation Accuracy: Monitor the accuracy and completeness of documentation submitted by FSRs to
ensure compliance with operational standards.
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Perks and Benefits
Health and Wellness
Parental Benefits
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Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
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