Customer Service Planner

3 weeks 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

If you are successful we can offer you a company culture that promotes work life balance, a commitment to continued learning and development, access to mental health support, a fantastic benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on our security products plus voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase.

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