The Planner and Scheduler is the interface between Technical Support Center and Field Service Activities. This person is responsible for updating and monitoring the field agents resources capacity, accurately planning scheduling, with proper urgency assessment, and contacting customers to confirm availability and confirmation for field activities and interactions.
- Optimize service and support planning, assignment and dispatching.
- Proactively contact external/internal customers to negotiate and confirm availability, site protocol requirements, and scheduling of field agent appointments.
- Update and manage the service schedule in a timely and accurate manner.
- Plan and communicate on assignments in advance with field agents and customers.
- Coordinate, communicate and work cross functionally with Customer Service Team (FAS/FSE/FIT/TSC).
- Inform stakeholder of any unplanned activity or capacity constraints impacting Planning and Scheduling of Field Agent resources.
Studies and Experience:
- Customer Service experience contacting customers via phone and/or email to confirm appointments with customers and field agent (3 to 5 years).
- Associate Degree or Equivalent of 3 to 5 Years, Experience in Planning/Scheduling and presenting to cross functional groups, and performing Business Administration Activities.
Skills and Qualifications:
- Excellent verbal and written communication skills and experienced generating presentations and schedules.
- Computer competency for data entry using Microsoft Office Suite, Salesforce, and SAP preferred.
- Experience Managing Change, Conflict Resolution preferred.
- General Customer Service knowledge in the areas of demand Planning, Scheduling, Prospecting, and Customer Support.
- Ability to negotiate with Internal/External Customers and supporting Field Agents to ensure work capacity goals are met.
- Ability to analyze and identify capacity, to meet demand for Field Service Activities, utilizing Calendar Optimization Tool, to plan and schedule service appointments to ensure Customer Satisfaction.