Service Planner, CSO

Service Planner, CSO

As a Service Planner, CSO, your mission is to enhance customer satisfaction and experience through timely job allocation and response. You will report to the Operations Manager, CSO.

Your Role

Key Responsibilities

• Receive incoming calls from customers and schedule all service orders, both internal and external.
• Serve as an information liaison between service staff and customers, providing regular updates regarding service in progress.
• Keep work-in-progress (WIP) levels to a minimum by ensuring orders are closed on time.
• Perform two-month forward planning of service jobs by ensuring parts are ordered on time.
• Plan and schedule service jobs for Field Service Engineers (FSEs), ensuring parts are picked in advance.
• Conduct weekly follow-ups on Smart Link and MAM2 leads, advising customers on due preventive maintenance activities.
• Provide regular updates to customers on the status of their orders.
• Ensure all planned service visits are completed on time and communicated to respective customers.
• Follow up on FSE recommendations and recommend improvements to customers when necessary.
• Inform customers of any required corrective actions to ensure reliable operation of the equipment.
• Ensure FSEs work in a safe environment and promote a culture of incident and accident reporting in TIA.
• Ensure FSEs book all work hours correctly.
• Conduct forward planning of FSE leave schedules, ensuring adherence and availability for service activities.
• Participate in service contract management in collaboration with the aftermarket sales team.
• Assist installed base experts (IB) with installed base management.
• Participate in inventory management in collaboration with the logistics team.

To Succeed, You Will Need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

• 3–5 years of experience working as a Service Planner or in a similar role
• An undergraduate degree in an Engineering or Business-related field
• Excellent communication, organization, and interpersonal skills
• Strong PC skills, including MS Office, Power BI, and CRM
• A valid driving license

In Return, We Offer

• A culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being support