Service support centre resource planner

Job Description

We now have an exciting new permanent opportunity within Philips Healthcare working in our busy Services Support Centre. We are seeking an exceptional individual to take the role of Services Support Centre Resource Planner (Short Term). You will be an excellent problem solver, working as a team to ensure you deliver the optimal solution in all instances, remaining calm under pressure whilst imparting total confidence with our customers.

Your role

• Handling incoming calls for all modalities (including US & HPM)
• Incident planning & case management for all Philips managed modalities (including Scotland US, Philips HPM Field Service Engineers (FSE’s))
• Ensuring appropriate management of field capacity, to allow for correct scheduling by planning resource team for all Philips managed modalities (including Scotland US, Philips HPM FSE’s)
• Correctly prioritizing and rescheduling where required for all event types within a 48 hour timeframe.
• Assigning and dispatching of Field Services Engineers (FSE’s) based on the advice from an onsite technical helpdesk taking into consideration the FSE's location, workload and urgency of the situation.
• Management of Field Service Engineer (FSE’s) absence requests for all Philips managed modalities (including Scotland US, Philips HPM FSE’s)
• Coordinating orders of spare parts if required and keeping the customer and engineers informed at every stage (including material only parts orders)
• Ensuring customers are aware of the status of their call and the actions taking place.

You’re right for this role if:

• A motivated, proactive attitude with the desire to learn and capitalise on this opportunity to launch your career
• Resilient and confident character, with excellent problem-solving skills.
• Can work independently and as part of a team
• Prepared to take ownership of customer problems through to completion and remain calm in such situations
• Strong written and verbal communication skills
• Demonstrated commitment to satisfy customers, able to build trust and confidence.
• Ability to work as an individual and as part of a team.
• Ability to manage workloads and priorities. Good organizational skills
• Ability to work to pre-determined targets and timescales
• Strong basic IT skills (Microsoft suite)
• The ability to work well under pressure, and while managing a high volume of telephone calls.

You are part of the Service Support Centre in the Health Systems Business at Philips. You will report into the Customer Care Centre Manager directly.

This role is based in Farnborough, Hampshire with hybrid working (i.e. flexibility to work from home a 2 days a week once the initial training period is over).

Shift Patterns

8.00am - 4.30pm / 9.00am – 5.30pm weekly rotation with a 11.30am – 8.00pm shift once a fortnight, and a Saturday or Sunday 8.00am – 4.30pm shift once every 6 weekends. Weekend and late shift work can be done from home.

From a market related salary, a competitive shift allowance and a performance bonus to family friendly policies, flexible benefits and access to Philips University, a career at Philips comes with all sorts of wonderful benefits. Be sure to speak to your recruiter about all the benefits on offer.

It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism.