Planner 1 - Service Planning/Scheduling
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Description
Position Summary & Primary Responsibilities:
- Perform all work in compliance with company quality procedures and standards.
- Responsible for managing Planning and Scheduling for Field Agents.
- Plan and communicate on assignments in advance with field agents and customers.
- Inform Field agents & or Leadership of any unplanned activity or capacity constraints impacting Planning and Scheduling of Field Agent resources.
- Monitor Planner region to ensure optimal planning of service scheduling is occurring in a timely and accurate manner based on team metrics.
- Engage cross functionally with Customer Service Teams to perform dispatching, scheduling, and planning of Field Activities to meet customer demand.
- Manage customer escalations and provide timely updates to Senior Leadership.
Education, Skills, & Experience:
- High School Diploma/GED with 5+ years of Customer Service experience. Experience in Field Service, Technical Support, Supply Chain Planning/Logistics, or Customer Service Management also accepted
- Associate's degree with 3+ years of experience also accepted
- Experience scheduling service or appointments is desired
- Experience planning and forecasting appointments or parts management is desired but not required
- Experience with customer de-escalation and resolution is desired
- Exceptional negotiation, analytical, verbal, and written communication skills.
- Project Management experience and experience managing competing deadlines.
- Experience with CRM (Salesforce) and/or ERP (preferably Salesforce) or other information systems software with intermediate to advanced skills with MS Excel, Word, and PowerPoint.
- Experience maintaining scheduling to customer needs, utilizing CRM Tool to ensure Planning/Scheduling Adherence to reduce Travel, Admin Task for Field Agent, and Increase Customer Experience.
#LI-US
BioFire Diagnostics, LLC. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioFire Diagnostics’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).