CSA Planner

About the Role

SMT GB is seeking a highly organized and detail-oriented CSA Planner to join our team. As a CSA Planner, you will play a crucial role in scheduling, coordinating, and ensuring the on-time delivery of our Customer Support Agreements (CSAs).

You will work closely with our Service teams and customers to plan and execute service schedules, manage service due reports, and maintain communication with all stakeholders to provide excellent customer service and achieve service level targets.

This role is based at our office and offers an exciting opportunity to contribute to our mission of delivering service excellence.

Key Responsibilities

• Create and maintain service schedules for CSA customers, ensuring optimal execution based on urgency, geographical location, and required tasks.
• Review previous service notes and outstanding work to follow up with customers as necessary.
• Plan and schedule additional requirements beyond standard maintenance schedules based on customer-specific needs.
• Coordinate with engineers and end customers to confirm and plan service requirements.
• Assign and schedule work to regional engineers using our mobile service mechanic tool.
• Manage Customer Satisfaction guarantee vouchers, ensuring timely resolution.
• Ensure machine connectivity using CareTrack or other telematics units.
• Collaborate with the services team on campaigns and other service-related initiatives.

Requirements

Knowledge, Skills, and Experience

To succeed in this role, we are looking for candidates with the following skills and experience:

• Prior experience in a planning or coordination role, preferably in a service or maintenance environment.
• Passionate about providing outstanding customer service.
• Excellent organizational and time management skills.
• Strong communication skills, both verbal and written.
• Ability to work independently and prioritize tasks effectively.
• Problem-solving skills and a logical, analytical mindset.
• Flexibility and adaptability to work in a fast-paced environment.
• Basic understanding of mechanical terminology and associated work.
• High level of professionalism and a customer-focused approach.

Desirable

• Experience in a similar industry, such as construction equipment or heavy machinery.
• Proficiency in using scheduling or project management software.

What We Offer

• 5% Employer Pension contribution.
• 25 days annual leave + Bank Holidays.
• Cycle to Work Scheme.
• Life Assurance 4 x annual salary.
• Yulife – Wellbeing App offering discounts and vouchers.
• Financial/Physical/Mental Health Counselling and Coaching sessions.
• Free Will writing service.
• EAP, which includes 24/7 Doctor access.
• Healthshield – Cashplan for all employees.
• Family Friendly policies.
• Company events.