Overview of Role
The Plannerprovides support to the branch Installation Teams to ensure full utilisation ofengineers through planning, scheduling & tracking of customerappointments.
Working with the FLM’s toensure any risk situations are resolved, ensuring customer appointments goahead as planned, with the risk of no-
shows kept to a minimum.This is achieved by maintaining contact withour customers and engineers (both internal & external) to aim for a highlevel of customer service.
Key Areas of Responsibility :
Fully utilisation of the IPT system for planning & tracking purposes
Manage all inbound and outbound telephone activity, providing cover for all areas within the UK.
Maximise engineer productivity through optimising the utilisation of available resource, ensuring diaries are fully booked and correct hours are assigned for all work, including sub contract labour
Maximise resource utilisation, direct and sub contractor labour where available, with a view to minimising downtime / lead times
Ensure the material ordering in a timely manner for customer visits, liaising with third party providers to ensure lead times are understood and agreed with the customer
Support in-field activities which the Planner can impact, such as providing job details to engineers for work the next day, payment for up sales on the day, scheduling return visits as required.
Early warning of likely service level deterioration & escalate to Team Leader / Supervisor
Ensure that any non-standard activity and costs are approved prior to taking action.
Timely call to customer to advise of any engineer unavailability with a view to rescheduling
Utilise and monitor available systems to track job status and ensure that job records are kept up to date
To liaise with FLM’s on any planning & risk situations which impact their engineers
Action requests from the FLM’s within the Planner’s remit
Escalate any concerns regarding resource / lead times / behaviours to Supervisor / Team Leader
Key Personal Requirements
Problem solving in the course of day-to-day activity
Influential communicator & good relationship building
Analytical thinking & decision making
Planning & Prioritising
Able to work on own initiative
Manage difficult situations
Resolve customer escalations
Escalate issues to management