The Services Planner is responsible for scheduling the execution of Services at customer sites with a service contract.
He/She will ensure that all parts, tools, instructions and order details are made available to the Services execution workforce and that the closest, qualified Service Representative is scheduled for the job to meet customer requirements.
This role is to support activities during Outside Business Hours.
Key Success Factors: * Good written and spoken Portuguese * Good interpersonal communication and relationship with others (collaborate, convince) * Understand and communicate scope of work and Term & conditions to Technician * Understanding of impact of Technician utilization rate and work order management on Profit & Loss * Proactive communication with Customers to ensure satisfaction * Minimal Technical knowledge on Schneider products.
Essential responsibilities: * Be the point of contact for customers with a valid contract in order to process site intervention requests, confirming the intervention details and reminding to Technician the constraints (safety requirement and equipment, permit to work, site access, timing, report, de-briefing with customers, etc) * Create/enrich Work Orders in bridge Field Services (bFS) or in other Schneider systems (Urgency / requested date, customer information, correct installed base, scope of work, T&C, time to execute) * Prepare/prioritize the interventions in backlog, based on customer type, contracts SLAs, customer availability, spare part and Technician or subcontractors' availability * Monitor the smooth execution of the interventions, rescheduling/cancelling if required, supporting remotely Technician on visit/calendar management, maintaining Work Orders data quality (like Billable info, Install product, planner deviation) * For non-connected external technicians only, complete the work orders on their behalf (time entries, deviation, site intervention report Qualifications Education: * Min.
3-years degree and/or equivalent experience * Electrical Distribution systems knowledge is a plus Experience: * Demonstrated 1+ years of experience in service technician dispatch / coordination * Knowledge of Salesforce / SeviceMax is a plus Competencies & Skills: * Excellent verbal communication skills including, but not limited to, the ability to greet and communicate with customers effectively both through e-mail and via phone * Proficient in Microsoft Office programs including but not limited to, Word, Excel and PowerPoint * Strong organizational and multitasking skills * Demonstrated ability to provide a high level of customer satisfaction * Must be flexible in decision making and adapting to different scenarios * Knowledge of Schneider Services Business preferred Language: * Spanish: Native speaker or >B2 * English: Basic level (Intermediate/advanced is a plus) * Portuguese: Native speaker or >B2 (is a plus) Schedule: Full-time Req: 0095OB