JOB DESCRIPTION

As a Bilingual Reactive Resource Planner for the Philips Canada Services and Solutions Delivery (S&SD) organization, you will coordinate Field Service Employee (FSE) schedules for customer service appointments, facilitating parts delivery and equipment availability, contributing to the establishment of a world-class planning organization focused on exceptional customer service, and efficiently planning work orders while interacting with both internal and external customers via phone and email.

• Serving as the primary contact for scheduling field resources and managing exceptions or escalations of service orders, handling exception management by balancing business obligations, resource availability, and customer demand. Inputting case activity notes and managing projects as assigned.
• Creating and dispatching work orders in ServiceMax, manually dispatching multivendor cases outside of the digital dispatch scope, and scheduling customer appointments as requested. Processing Field Service Employees’ standard parts orders, securing approval for high-cost items, and facilitating service parts movement between cases and work orders.
• Handling inbound and outbound calls for both external and internal customers, checking customer entitlements, and collaborating with the Contracts team for corrections. Raising Installed Product Change Requests (IPCRs) and Service Now (SNOW) tickets to address functionality issues, managing integration errors between ServiceMax and SAP, and assisting in parts ordering errors and exceptions.
• Monitoring backorders and escalating when necessary, dispatching critical and out-of-scope cases, and ensuring 100% compliance to schedule adherence while completing action assignments by end of shift. Ensuring zero error rates in parts orders, checking submission accuracy, and following proper procedures for orders requiring cancellations.
• Managing FSE stock and replenishment, ordering tools, handling bin checks and stock requests, managing backorders, and ordering Defective On Arrivals (DEFOAs) utilizing the Service Parts Supply Chain (SPS) catalog.
• This role will cover shift hours from 10AM-6PM ET, Mon-Fri.