Jobs via Dice
Job Title
Customer Service Support - ServiceMax
Role Summary Hybrid role – 3 days onsite (Tues., Wed., Thurs.) and two remote days. The Reactive Resource Planner 2 position is responsible for scheduling service for our customers through coordination of field service engineers’ schedule, parts delivery and equipment availability in North America. This role builds a world‑class planning organization, dedicated to providing an exceptional customer service experience.
Responsibilities
Develop medium‑to‑long‑term planning for all service operations resources related to workload of order realization & services delivery and deliver an effective and efficient planning in line with business objectives
Act as single point of contact for exception and escalation of service orders for customers, consumers and service engineers (internal/external)
Identify planning issues, apply effective solutions and determine follow‑up actions with minimum direction
Identify patterns in issues/inquiries and promote improved customer service through regular updates to knowledge‑management content
Collaborate with Service, Sales, and Production leadership to remove barriers and facilitate timely solutions for customer issues
Qualifications / Experience
Bachelor’s degree preferred or equivalent work experience
3+ years customer service or planning experience
Experience with ServiceMax, Salesforce, SAP or other ERP/planning tool
Attention to detail and high degree of accuracy
Proficient in MS Office (Word, Excel, Outlook)
Excellent written & verbal communication skills
Strong customer service phone skills
Ability to work in a fast‑paced environment and respond quickly to changes in priorities
Strong organizational and interpersonal skills
Ability to work independently to meet objectives and resolve issues promptly
Problem‑solving mindset and ability to identify improvement opportunities
Availability to work all shift times as needed
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Software Development
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Role Summary Hybrid role – 3 days onsite (Tues., Wed., Thurs.) and two remote days. The Reactive Resource Planner 2 position is responsible for scheduling service for our customers through coordination of field service engineers’ schedule, parts delivery and equipment availability in North America. This role builds a world‑class planning organization, dedicated to providing an exceptional customer service experience.
Responsibilities
Develop medium‑to‑long‑term planning for all service operations resources related to workload of order realization & services delivery and deliver an effective and efficient planning in line with business objectives
Act as single point of contact for exception and escalation of service orders for customers, consumers and service engineers (internal/external)
Identify planning issues, apply effective solutions and determine follow‑up actions with minimum direction
Identify patterns in issues/inquiries and promote improved customer service through regular updates to knowledge‑management content
Collaborate with Service, Sales, and Production leadership to remove barriers and facilitate timely solutions for customer issues
Qualifications / Experience
Bachelor’s degree preferred or equivalent work experience
3+ years customer service or planning experience
Experience with ServiceMax, Salesforce, SAP or other ERP/planning tool
Attention to detail and high degree of accuracy
Proficient in MS Office (Word, Excel, Outlook)
Excellent written & verbal communication skills
Strong customer service phone skills
Ability to work in a fast‑paced environment and respond quickly to changes in priorities
Strong organizational and interpersonal skills
Ability to work independently to meet objectives and resolve issues promptly
Problem‑solving mindset and ability to identify improvement opportunities
Availability to work all shift times as needed
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Software Development
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