Your role
As a Service Planner, CSO, your mission is to enhance customer satisfaction and experience through timely job allocation and response . You will report to the Operations Manager, CSO.
You will
• Receive incoming calls from customer and schedule all service order both internal and external.
• Serve as information liaison between the service staffs and customers – providing regular updates to customers regarding service that is in process.
• Keep WIP levels to minimum by ensuring orders are closed on time.
• Do two months forward planning of service jobs by ensuring parts are ordered on time.
• Plan and schedule service jobs for FSE, ensuring parts are picked in advance.
• Weekly follow up of smart link and MAM2 leads and advising customers on due preventive maintenance activities.
• Regular update of customers on status of their orders.
• Ensure all planned service visits are done on time and in communication to respective customers.
• Follow up on FSE recommendations and recommend improvements to customers where necessary.
• Informs customers on any required corrective actions to ensure a reliable operation of the equipment.
• Ensure FSE work in safe environment and promote culture of incidents and accidents reporting in TIA.
• Ensure FSE book all work hours correctly.
• Forward planning of FSE leave schedule, ensure adherence and availability to carry out service activities.
• Participate in service contract management in collaboration with aftermarket sales team.
• Assist installed based experts ( IB) on installed base management.
• Participate in inventory management in collaboration with logistics team.
To succeed, you will need
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
You have 3 - 5 years of experience, working as a Service Planner or similar role
- Undergraduate Degree in an Engineering or Business related field
- Excellent communication, organization and interpersonal skills
- Strong PC skills with MS Office, PowerBI and using CRM
- Valid driving license
In return, we offer
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
Job location
This role requires you to work on-site at our office in Nairobi, Kenya (KE). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
