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Resource Planner

1 month ago

Sydney, Australia Philips Full time

**Job Title**: Resource Planner

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

**Resource Planner - Australia or New Zealand (Full Time)**

**Your Opportunity**:
**We currently have a full-time opportunity for a Resource Planner to be located either in AU or NZ.**

In this role, you will identify opportunities whereby we can improve the customer experience and demonstrate agility to support other Service Delivery teams as required to ensure customers receive a consistent positive customer experience as well as manage your own work performance to meet set team goals and objectives.

You will focus on delivering excellent service support expertise to our customers, creating experience without equal every day. This will also require high touch interaction with customers and is responsible for the planning and scheduling of long-term Field Service Engineers activity, Preventive Maintenance and Field Change Orders as per contractual and regulatory requirements.

The role works collaboratively with District Service teams to remove barriers and facilitate an exceptional and consistent experience to our customer.

**You are responsible for**:
**Customer Experience**
- Identify opportunities whereby we can improve the customer experience
- Demonstrate agility to support other Service Delivery teams as required to ensure customers receive a consistent positive customer experience
- Manage your own work performance to meet set team goals and objectives

**End2End ownership**
- Manage Customer Service requests. Be Operations point of contact for the customer and Field Service Engineer (FSE).
- Confirming equipment details and service agreement
- Raising a service request in our CRM tool, ServiceMax and quotation creation plus ordering parts
- Scheduling and booking of incidents, preventive maintenance (PM), installations, and field change orders (FCO) with customers.
- Managing any change requests from customers and/or FSE’s to PM, FCO and incident schedules
- Maintaining Service Board calendar to reflect all FSE scheduled service activities, leave and training.
- Make long and short-term decisions to deliver service whilst balancing conflicting demands around business obligations and customer demand
- Working closely and develop strong relationships with District teams and Remote Service Engineers (RSE) to ensure that all FSE unavailability, leave/training/meetings etc. is reflected in ServiceMax.
- Working alongside our long-term planning team, confirming planned maintenance as required by the business
- Monitoring planner dashboards daily

**Escalations**
- Escalate any customer issues or situations which may impact a positive experience for the customer to your Service Delivery Team Leader/Customer Delivery Manager in a timely manner
- Ensure relevant stakeholders are kept informed

**To succeed in this role, you’ll need a customer-first attitude and the following**:

- 1 - 2 years’ experience in a demand driven customer support operations environment/experience
- 1-2 years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, workforce planning preferred but not required
- ** Strong Customer Service Acumen**:

- **Excellent Communication Skills (both verbal and written)**:

- Ability to prioritize workload effectively
- Work well under pressure to meet ongoing and overlapping deadlines within short time constraints
- Must be a self-starter, able to manage multiple tasks and projects simultaneously
- Proactive Thinker
- Must be flexible, detail-oriented, and comfortable/amenable in a fast-paced environment

**Why should you join Philips?**

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.
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