Services Planner

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The Role: Services Planner

Overview:

The Services Planner is responsible for coordinating, scheduling, and optimizing service delivery activities to ensure timely and efficient fulfillment of customer service requests. This role acts as the central link between customers, field service engineers, project managers, and internal operations teams. The Services Planner ensures the right resources are assigned at the right time, while adhering to service level agreements, operational KPIs, and governance standards.

• Planning & Scheduling
• Review and validate incoming service requests, work orders, and PM schedules for accuracy and completeness.
• Assign and schedule field service personnel based on skill set, availability, geographical proximity, and priority levels.
• Coordinate with Project Managers, Service Delivery Managers, and dispatch teams to align service activities.
• Monitor upcoming workloads and proactively adjust schedules based on resource constraints or escalations.
• Ensure all planning activities comply with service policies, work instructions, and audit requirements.
• Operations Coordination
• Maintain accurate schedules within the planning tools or systems (e.g., scheduling modules, service management platforms).
• Communicate daily task assignments, schedule changes, and escalations to field teams in a timely manner.
• Coordinate logistics for parts, tools, or site access requirements as needed for scheduled work.
• Track job progression and update system statuses to reflect actual work completion.
• Customer & Stakeholder Communication
• Serve as a point of coordination for customers regarding schedule confirmations, changes, and clarifications.
• Work closely with Customer Care and Service Operations teams to ensure smooth case management.
• Escalate blockers or delays proactively to stakeholders to minimize customer impact.
• Governance, Reporting & Quality
• Adhere to planning governance standards, quality gates, and approval processes.
• Maintain audit‑ready documentation of scheduling actions, approvals, and communications.
• Support performance reporting by providing schedule adherence metrics, resource utilization data, and planning KPIs.
• Participate in continuous improvement initiatives related to scheduling, resource management, and operational efficiency.
• Issue Management & Escalations
• Identify conflicts, gaps, or feasibility issues in the scheduling plan and propose resolutions.
• Handle urgent schedule changes, including same-day rescheduling and escalation requests.
• Coordinate with leadership for high-impact situations requiring priority adjustments or resource shifts.

• Education & Experience
• Bachelor's degree in business administration, Operations Management, Engineering, or related field; or equivalent work experience.
• 1-3 years of experience in service planning, dispatching, service coordination, or operations support roles.
• Experience in scheduling tools, ERP/CRM platforms, or field service management systems is an advantage
• Technical Skills
• Familiarity with service work order systems and planning modules.
• Understanding of resource management, workforce planning, and service delivery cycles.
• Ability to interpret work orders, PM schedules, SOW requirements, and service contract details.
• Soft Skills & Competencies
• Strong organizational and time management skills.
• Excellent communication skills (written and verbal).
• High attention to detail with the ability to manage multiple requests simultaneously.
• Problem‑solving mindset with a focus on operational efficiency.
• Strong stakeholder management and customer-oriented approach.
• Ability to remain calm and effective under operational pressure and tight deadlines.
• Behavioral Competencies
• Attention to Detail - Delivers accurate, error‑free work.
• Accountability - Owns tasks and follows through on commitments.
• Collaboration - Works effectively with cross‑functional teams.
• Communication - Clearly conveys information in a timely manner.
• Adaptability - Responds well to changing priorities and processes.
• Problem‑Solving - Identifies issues and proposes practical solutions.
• Customer Focus - Acts with urgency and service-mindedness.
• Time Management - Manages workload efficiently to meet SLAs.
• Compliance & Governance
• Adheres to established planning workflows, approval matrices, and operational quality gates.
• Ensures all scheduling activities are documented accurately and remain audit‑ready.
• Follows data privacy, confidentiality, and security standards when handling customer and service records.
• Escalates exceptions, risks, and deviations through defined governance channels.
• Maintains compliance with internal controls, scheduling policies, and SLA requirements.
• Aligns with business continuity protocols and supports governance reporting as required.
• Work Setup & Schedule
• Hybrid work model (combination of on-site and remote work).
• On-site location: Cavite, Philippines.
• Standard schedule: 06:00 -16:00 PH coverage window; shift assigned based on team rotation.
• May require extended hours during governance close, quarter-end, and urgent escalation handling.

• Global family leave
• Comprehensive medical coverage for employees and dependents
• Worldwide Employee Stock Ownership
• Flexible work arrangement
• On-site gym