Customer Services Planner

Job Description

* Responsible to plan jobs for success in timeframe directed by the demand lead

* Ensuring all Access is cleared, engineer with right skill set booked, spares required are noted

* Ensuring any risk to planning to timeline required is flagged to the Demand Lead

* Escalating for support where Access prevents success, ensuring any changes are completed to prevent failed engineer time

* Work closely with the OM for support on Engineer planning

* Work closely with the Demand Lead to keep all RW raised within SLA

* Work closely with the Demand Lead to keep all PPM delivered in month Measure of success

* All PPM planned in timeframe

* All RW completed within SLA

* Checking tools CRM data to prevent any previous challenges reoccurring

* Challenges that arise on the day are addressed to enable delivery

* Working ahead to check planned sites, preventing failure Main duties

* Working hours are 40 hours a week between Monday to Friday between 7am to 7pm as required

* To complete all engineer work schedules

* Effective utilisation, efficiency and productivity of the field engineers

* High levels of communication with the Reactive team, Governance Compliance team

* Excellent forward planning.

* The effective planning and utilisation using standard times and scheduling tool to aid the completion of all PPMs within the month.

* Meeting and where possible exceeding all SLAs for Attendance and Completion for internal and external resource

* Regular communication with the, Reactive team, Governance Compliance team on issues with engineers and assistance in ensuring the plan is as optimal as possible.

* Communication with the Operations Manager on decisions regarding subcontracting and re-allocate accordingly to the subcontractors

* In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the Line Manager

* To escalate outstanding jobs ensuring all tasks are mitigated where applicable.

* To oversee items produced in Maximo and Oracle, such as the quality of narrative and accuracy of information

* To provide support to the Management Team and Team Leader

* To ensure that the teams Purchase Orders are raised and approved to pay as soon as reasonably possible

* Internal Outage management