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Service Call Planner

2 weeks ago

Milton Keynes, United Kingdom Classeq Full time

Winterhalter is seeking an experienced Service Call Planner to join our team, in Knowlhill, Milton Keynes, working within a team of Call Planners supporting the allocation of work for circa 70 field-based Service & Installation Technicians.

**Main Accountabilities**
- Allocating for reactive and installation technicians to achieve SLA of 80%
- Planning installations within 3 day SLA of 95%
- Liaising with Regional Operations Managers (ROMs) to achieve FTF (First Time Fix) of 90%
- Ensuring calls requiring further work are checked and updated in a timely manner
- Planning with Techs/Spares/ROM’s for return visits within 48 hours to an SLA of 90%
- Liaising with internal colleagues within the other service support teams
- Providing internal/customer updates with accurate ETAs
- Management of aged calls
- Processing/planning technician holiday

**Essential skills, knowledge, and experience**:

- Ideally, a least 2 years experience in a planning and/or scheduling focused role
- Excellent written and oral communications skills
- Excellent geographical knowledge of the UK
- Self-manage with impeccable organisational skills

**Desirable skills, knowledge, and experience**:

- Working knowledge of SAP
- Experience of the catering industry
- A B2B and/or SME background would prove a distinct advantage

**Aptitude & Attitude**:

- Methodical and organised
- Able to manage time and work under pressure to tight deadlines
- Able to manage the demands of numerous tasks
- Team player
- Excellent telephone manner, able to remain calm under pressure
- Self-motivated

**Hours**:

- 37.5 hours per week
- Shifts varying between 08:00 - 18:00 + Weekend cover as required (on a rota)
- Hybrid Working

**Benefits include**:

- Contributory Pension
- Life assurance
- 25 days annual leave plus bank holidays
- Employee Assistance Programme
- Staff Perks & Savings Scheme
- Free Parking
- Free Tea and Coffee
- Dress Down Days
- Staff Events

**Winterhalter is an equal opportunities employer