Customer Service Planner

1 week ago


Manchester, United Kingdom Johnson Controls Full time

**Job Details**

**What you will do**

To efficiently and profitably schedule and dispatch Service & Maintenance Engineers on behalf of the land-based Security business, in order to complete corrective and preventative maintenance visits in line with customer requirements and industry standards.

**How you will do it**
- Work closely with your manager and support the Service Managers and Field line managers to meet customer expectations.
- Attend weekly meetings with Service Managers and Field Line Managers on teams to enhance both internal & external working relationships to ensure a clear understanding of how we can improve how we work
- Completing the checklist on a daily, weekly & monthly basis maintaining an audit trail of this activity for yourself & Your FLM’S
- Proactively monitor engineer’s activity to ensure that you are in contact with all your engineers’ daily, ensuring early dispatch & attendance of first job & monitor throughout the day. Proactively work to ensure white space in the GANT is filled and engineer’s jobs are completed by the end of the day.
- Jeopardy management of calls and escalate when needed.
- Monitor the GANT to ensure real time visibility of your engineers, highlighted any anomalies to your TM & FLM
- Build and maintain good working relationships with your engineers, FLM’S & SM’s
- To have a strong understanding of geographical regions and engineer coverage.
- Booking of works with sites in accordance with customer & site requirements.
- Allocating remaining jobs for future attendance. No jobs to remain outstanding on engineers at the end of each day.

**What we look for**

**Required**
- Ability to plan and prioritize workloads with a structured approach
- Ability to multi-task and work in a dynamic environment/adjust to change quickly
- Clear communicator with good telephone manner with colleagues and customers
- Strong sense of urgency, follow-through
- Problem solving and collaboration skills to own and resolve customer issue
- Calm, resilient and flexible with experience in a fast-paced service environment
- Ability to make decisions and challenge engineers if needed.
- Excellent time management and communication skills
- Ability to work in a team and on own initiative
- Ability to follow process with strong attention to detail

**Preferred**
- Previous dispatching / planning experience



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