Services Planning Specialist

Be part of an exciting journey in technical customer service! We're looking for a Service Engineer to join our dynamic team, where you'll play a crucial role in delivering exceptional technical solutions and building lasting customer relationships.

What will you do?

The Services Coordinator/Planner is responsible for scheduling the execution of Field Services operations at customer sites. This role ensures that all parts, tools, instructions and order details are made available to the Services execution workforce and that the closest, qualified SR (Service Representative) is scheduled for the job to meet customer requirements and Schneider workforce optimization. This role interacts with end customers so the Services Planner must have strong communication skills:

• Check/enrich Work Orders to be scheduled in bridge Field Services (bFS) or in other Schneider systems
  • Urgency / requested date, customer information, correct installed base, scope of work, T&C, time to execute
  • Work Orders are created automatically or by Order Management or Technical Support (CCC)
• Prepare/prioritize the interventions in backlog, based on customer type VIP Gold / Strategic / non VIP, contracts with SLAs, customer availability, spare part and FSR or subcontractors' availability
• Assign all possible work orders at least for next 3 months, determining best date/timing balancing customer requirements, delivery of material needed, and skilled/certified FSR availability, while maximizing SR utilization rate by minimizing travel, idle and overtime, combining multiple interventions to the same or nearby locations when possible.
• Communicate proactively with customers, confirming the intervention details and reminding to SR the constraints (safety requirement and equipment, permit to work, site access, timing, report, de-briefing with customers...)
• Monitor the smooth execution of the interventions, rescheduling/cancelling if required, supporting remotely SR on visit/calendar management, maintaining Work Orders data quality (like Billable info, Install product, planner deviation)
• For non-connected external technicians only, complete the work orders on their behalf (time entries, deviation, site intervention report...)
• Animate/Participate to regular meetings with Services Execution team (Short Interval Meeting, Sales & Operations Planning), building improvement plan based on weekly/monthly dashboard (like optimizing scheduling, reducing

• Associate degree and/or equivalent experience (1-2 years experience)
• Good interpersonal communication and relationship with others (collaborate, convince)
• Expertise in MS Office Applications
• Excellent analytic skills, Self-starter, Quick learner, Good public speaking and communication skills
• Experience in resource planning preferred
• Understand and communicate scope of work and Term & conditions to SR
• Understanding of impact of SR utilization rate and work order management on Profit & Loss
• Proactive communication with Customers to ensure satisfaction
• Minimal Technical knowledge on Schneider products.