BDR Thermea Group
Resource Planner
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Field Engineer Planner
Contract: 12 months fixed term contract - 40hrs p/w
Location: Warwick
Shift Pattern:
Shift patterns scheduled in advance rotating over the following shifts:
- Mon-Fri, 07:30-16:30
- Mon-Fri, 08:00-17:00
- Mon-Fri, 09:00-18:00
- Saturdays 08:30-14:00 (1 in 3)
On weeks working Saturdays, shifts will be adjusted to meet 40hrs.
Candidates will need to be flexible to work in the above rotating shifts. During seasonal periods shift patterns can change however you would be informed in advance of this.
About the Role
Capable of bringing the right decision at the right time to ensure premium customer experience is delivered.
As an Operations Support - Resource Planner you will be responsible for maximising the utilisation of the Baxi Customer Support Field Engineer Workforce daily.
The focus of the role is to ensure that we attend to our customers’ requirements in accordance with relevant SLAs and adhere to commitments that are made.
The team is integral to the Service Operation, therefore having the ability to work as part of a wider team is crucial. You will be the first point of contact to our Engineers, Field & Contact Centre Team Managers for support on jobs and provide support for other areas of the business where required.
Who Will You Be Working With?
The Field Engineer Planner will report into the Resource Planning Manager. The role requires the ability to communicate professionally and compassionately with both internal and external customers. There is a need to be able to deal with dissatisfied customer queries, providing resolutions and investigation with excellent customer service due to circumstances that may arise.
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What Will You Be Doing?
Planning the field workforce schedule is done using a state-of-the-art system. Therefore, manual input should be minimal. To ensure the system works optimally it is key to be able to articulate if the system is failing to plan correctly in certain situations to ensure the system can be adapted accordingly.
On a daily basis you’ll be responsible for:
- Be proactive in Same Day planning to ensure the maximization of the Engineers’ shifts and supporting of Baxi’s service levels for VIP customers.
- Export Engineer workloads to ensure high utilisation and minimal travel where possible.
- Create Further Visits, ordering parts from internal and external warehouses (highlighting elevated costs where required), whilst keeping the customer always updated.
- Work with Field Team Managers to ensure engineers workload is efficient and accurate to support first time fix.
- Ordering of parts to ensure a engineer has what is required to resolve the product failure on the scheduled visit.
- Strive to support the business with minimum broken promises and an improved response time on the visit.
- Capable of bringing the right decision at the right time to ensure premium customer experience is delivered.
- Handling all types of communication in a timely manner.
- Communicate with customers as quickly as practicably possible should a situation arise where we are unable to adhere to the commitment already made.
- Adapting to in-day challenges and ensuring optimal utilisation of resources available both in high and low demand periods.
- Jeopardy Management by ensuring that we monitor jobs that are falling into jeopardy of being completed and prioritising work across the area to ensure we meet all our agreed commitments.
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About You
We want to make sure you’re set up for success in our mission. To be successful in your application you’ll need to:
- You will need to be able to demonstrate knowledge and experience of Scheduling and Planning applications/systems.
- The role requires someone to be solution focused to any issues that arise.
- You demonstrate everyday a can do attitude and a willingness to support any task or person in need.
- You are a complete finisher in all your responsibilities and stay focused on the end goal/company strategy.
- As a Resource Planner you will be a confident and a forward-thinking person with the ability to multitask whilst our calm under pressure in this fast-paced environment.
- As a Resource Planner you will take ownership of recommending improvements and finding new ways of working within your team.
- Excellent PC skills, knowledge of Windows, Microsoft Word and Excel.
What We Offer
Our package is made up of basic salary plus a variable incentive. We offer up to 25 days holidays in addition to the standard UK bank holidays, and we also offer the option to buy extra holidays, income protection, a contributory pension, maternity, paternity sick pay schemes, staff discounts and more.
At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.
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