Resource Planner

Job Responsibilities:

Resource Scheduling & Dispatching:

• Executes comprehensive operational planning for installations, ensuring effective scheduling, resource allocation, and adherence to quality standards to support smooth and efficient service delivery.
• Maintain and monitor daily schedules for service resources, ensuring efficient allocation and timely dispatch for all Installation and Training activities.
• Optimize response times while supporting compliance with service, installation, and operational deadlines.
• Effectively coordinate and lead and alignment meetings, engaging all stakeholders required to successfully schedule events with the customer in a timely manner.

Service Coordination & Issue Resolution:

• Collaborate with service teams to resolve scheduling conflicts and implement changes as needed.
• Escalate issues by communicating promptly with resources, customers, and managers to ensure timely resolution and maintain service quality.

Service Order Management:

• Assign service orders based on system parameters and create or modify orders to ensure accurate and efficient service delivery.
• Manage and track open service orders, ensuring timely execution and promptly addressing and documenting issues that impact service standards.

Documentation & Communication:

• Maintain detailed records of customers, service activities, and resource information.
• Communicate clearly and professionally with customers, managers, and employees to support smooth operations and effective interactions.

Indirect Activity Tracking:

• Document indirect activities such as holds, training, and other tasks to support accurate reporting and compliance.

Kit Delivery Validation:

• Validate Installation upgrade kits have been delivered to the correct site location as well as FSE, including verifying the correct kit and all parts are present, prior to scheduling with the customer.

Resource Verification & Problem Solving:

• Analyze and verify resource related issues, applying effective solutions to maintain efficient resource management.

Data Analysis:

• Review data sources for accuracy and communicate effectively with necessary resources to obtain missing or correct data and update data source according to identified process.

Education:

• Minimum Required: High School Diploma, Vocational Education/ Bachelor's Degree in Business Operations, Supply Chain Management, Operations or equivalent.

Preferred Education:

• Associate degree or higher.

Experience:

• Minimum Required: Minimum 2 years of experience in Operations Coordinator, Supply Chain Management or Customer Services, Resource Planning or equivalent with Vocational Education OR no prior experience with bachelor's degree.

Preferred Experience:

• Customer Service.
• Data Analysis & Interpretation.
• Resource Planning and Allocation.

Preferred Skills:

• Excellent Customer Service Skills.
• Data Analysis & Interpretation.
• Root Cause Analysis (RCA).
• Troubleshooting.
• Customer Relationship Management (CRM) Software.
• Microsoft Office.
• Documentation & Reporting.
• Recordkeeping.
• Resource Planning & Allocation.
• Operational Excellence Tools.
• Service Operations.
• Regulatory Compliance.
• Requirements Analysis.
• Capacity Planning.