[Hiring] Resource Planner Supervisor @EMSAR

Role Description

We are looking for a Resource Planner Supervisor who is responsible for leading a team of Resource Planners to successfully and efficiently schedule Field Service Engineers (FSE) at customer sites based on client requirements and parts delivery/availability. This role will help support the Central Scheduling Team who provides an exceptional customer service experience to our Philips Healthcare customers and to the FSEs we support. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions.

What you'll be up to:

• Provide daily supervision and direction to a team of Resource Planners to meet company goals and objectives.
• Meet with each Resource Planner weekly to provide feedback about their progress.
• Answer questions from Resource Planners and document new processes as they evolve.
• Assist with customer and FSE escalations.
• Coordinate work planning and scheduling across multi-functional work teams and client contacts in accordance with established processes and procedures.
• Enter client data into SalesForce/ServiceMax.
• Dispatch work orders as requested to FSEs in EMSAR and client's Sales Force/Service Max systems.
• Coordinate scheduling of services provided by vendors and on-site team(s).
• Monitor and create reports/dashboards to support Resource Planners in accomplishing daily/weekly targets.
• Work with operations teams to ensure work is being completed within client required timeframe (SLA/contractual obligations).
• Participate in meetings with EMSAR management and client's management to provide updates on progress and support initiatives.
• Support onboarding activities for the team which may include conducting interviews and training new hires.
• Exercise judgment and analytical skills to identify, investigate and escalate incongruent findings.
• Monitor dashboards to ensure timely review and closure of work orders owned by direct reports.
• Perform additional duties as needed and/or assigned by supervisor/manager.

Supervisory Responsibilities

• Provides supervisory oversight to a dedicated team.
• Leads and directs the work of others.
• Approving employee's time sheet, time off and overtime approval.
• Provides guidance, reviews and approves the work of others.
• Administer progressive discipline and corrective counseling.
• Conduct quarterly, mid-year, and annual performance reviews.
• Guides and mentors dedicated team.
• Is responsible for overall team success.

Qualifications

• General understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI).
• Proficient in SalesForce/ServiceMax or equivalent.
• Outstanding interpersonal and written communication skills.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word, SharePoint, Teams) and other cloud-based software.
• Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams.
• High School Diploma or Equivalent.
• 3+ years call center and/or customer service experience.
• 1+ years in a lead or supervisory role.
• OR Associates degree or higher and/or Trade School diploma.
• 1+ years call center and/or customer service experience.
• 1+ years in a lead or supervisory role.

Requirements

• Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours.

Benefits

• A great team environment.
• Competitive salary.
• Healthcare benefits.
• Ability to work remotely.