Services Planner

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The Role: Services Planner

Overview:

The Services Planner is responsible for coordinating, scheduling, and optimizing service delivery activities to ensure timely and efficient fulfillment of customer service requests.

This role acts as the central link between customers, field service engineers, project managers, and internal operations teams.

The Services Planner ensures the right resources are assigned at the right time, while adhering to service level agreements, operational KPIs, and governance standards.

What will you do:


* Planning & Scheduling


* Review and validate incoming service requests, work orders, and PM schedules for accuracy and completeness.


* Assign and schedule field service personnel based on skill set, availability, geographical proximity, and priority levels.


* Coordinate with Project Managers, Service Delivery Managers, and dispatch teams to align service activities.


* Monitor upcoming workloads and proactively adjust schedules based on resource constraints or escalations.


* Ensure all planning activities comply with service policies, work instructions, and audit requirements.


* Operations Coordination


* Maintain accurate schedules within the planning tools or systems (e.g., scheduling modules, service management platforms).


* Communicate daily task assignments, schedule changes, and escalations to field teams in a timely manner.


* Coordinate logistics for parts, tools, or site access requirements as needed for scheduled work.


* Track job progression and update system statuses to reflect actual work completion.


* Customer & Stakeholder Communication


* Serve as a point of coordination for customers regarding schedule confirmations, changes, and clarifications.


* Work closely with Customer Care and Service Operations teams to ensure smooth case management.


* Escalate blockers or delays proactively to stakeholders to minimize customer impact.


* Governance, Reporting & Quality


* Adhere to planning governance standards, quality gates, and approval processes.


* Maintain audit-ready documentation of scheduling actions, approvals, and communications.


* Support performance reporting by providing schedule adherence metrics, resource utilization data, and planning KPIs.


* Participate in continuous improvement initiatives related to scheduling, resource management, and operational efficiency.


* Issue Management & Escalations


* Identify conflicts, gaps, or feasibility issues in the scheduling plan and propose resolutions.


* Handle urgent schedule changes, including same-day rescheduling and escalation requests.


* Coordinate with leadership for hig...