Service Planner

Mission

Compressor Technique Service (CTS) offers service of air compressors and operate to ensure maximum running efficiency and minimum downtime at our customers’ sites.

The Service Planner is a main professional interface to customers and plays a key role in ensuring highest customer satisfaction while allocating service resources to our customers in the most efficient way, at high work force utilization and low costs. This means to understand customers’ service requests and translate them into service solutions. The Service Planner is responsible for planning the future daily work schedules. He/ she ensures that all planned service requirements are met in a timely and efficient manner.

The Service Planner reports to the Business Line Manager, CTS. Apart from customer contact, the Service Planner position also interacts with numerous functions within the company such as Service Technicians, Aftermarket Engineers, sales and other departments.

Job description

1. Handling incoming customer service requests over the phone and in written.
2. Scheduling of service interventions – coordinate the service technician work schedules in order to maximize efficiency and minimize WIP.
3. Spare part ordering – promoting forward planning.
4. Information liaison between the Business Line Manager, aftermarket engineers, service technicians, and customers – providing regular updates to customers regarding service that is in process. Confirm visit dates, and inform customers pro-actively about delays (FSE visit or spare part deliveries) etc.
5. Have an overall responsibility for all service jobs in the dedicated region/ customers – make sure they are scheduled and executed according to plan, follow up on progress and ensure closure – interact with relevant parties to ensure quick resolving of eventual issues/complaints (credit issues, spare parts availability/returns, delays, invoicing disputes etc).
6. Has ownership of the service order from beginning until invoiced and closed.
7. Update and maintain customer contact and equipment data to ensure high data quality.
8. Take active part in suggesting continuous improvements to work flow, working processes and procedures.

Desired Skills and Experience

Educational requirements

Bachelors degree holder in electrical or mechanical engineering.

Knowledge & Experience requirements

1. Computer literacy/proficiency is a must. Knowledge of Microsoft office including Word and Excel. Knowledge of ERP e.g. BPCS, SCALA,  SAP is an advantage.
2. Knowledge about dealing with customers (scheduling experience is a plus).
3. Knowledge of industrial compressors is a plus.

Personality requirements

1. Structured, good planning and organizing ability.
2. Ability to built strong and effective work relationships with customers and colleagues.
3. Good interpersonal and communication skills.
4. Self motivated, able to take initiative.

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