Service Support Centre – Resource Planner
Position: Resource Planner for the Service Support Centre at Philips Healthcare. Location: Farnborough, Hampshire. Hybrid working with flexibility to work from home up to 2 days a week once initial training is completed.
You will report to the Customer Care Centre Manager directly and be part of the Service Support Centre in the Health Systems Business at Philips.
Responsibilities
* Handle incoming calls for all modalities, including US & HPM.
* Manage incident planning and case management for all Philips‑managed modalities.
* Ensure appropriate management of field capacity to enable correct scheduling by the planning resource team.
* Prioritise and reschedule event types within a 48‑hour timeframe.
* Assign and dispatch Field Services Engineers (FSEs) based on onsite technical helpdesk advice, considering location, workload and urgency.
* Manage FSE absence requests for all Philips‑managed modalities.
* Coordinate spare‑part orders, keeping customer and engineers informed at every stage.
* Keep customers informed of call status and actions being taken.
Qualifications
* Motivated, proactive attitude and desire to learn.
* Resilient and confident character with strong problem‑solving skills.
* Ability to work independently and as part of a team.
* Ownership of customer problems through completion while remaining calm under pressure.
* Strong written and verbal communication skills.
* Commitment to customer satisfaction and building trust.
* Effective workload and priority management.
* Good organisational skills.
* Ability to meet predetermined targets and timescales.
* Basic IT skills – Microsoft Office suite.
* Able to handle a high volume of telephone calls under pressure.
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 six weekends. Weekend and late‑shift work can be performed from home.
Benefits
Competitive salary, shift allowance, performance bonus, family‑friendly policies, flexible benefits and access to the Philips University.
EEO Statement
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, colour, 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. To ensure reasonable accommodations for individuals protected by Section503 of the Rehabilitation Act of 1973, the Vietnam Veterans’ Readjustment Act of 1974 and TitleI of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888‑367‑7223, option5, for assistance. Philips is an equal employment and opportunity employer including disability/vets and maintains a drug‑free workplace.
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