breakdown Planner

Purpose of the role: to coordinate, schedule, and manage breakdown maintenance work (repair jobs), ensuring minimal downtime of equipment, effective allocation of resources (technicians, parts, tools), and adherence to service level agreements (SLAs).

The role ensures that breakdowns are attended to promptly, breakdown work is executed efficiently, and communication with stakeholders is maintained.

Key performance areas (to translate into a measure of success)

· Planning & Scheduling of Breakdowns

· Parts order and tracking

· Customer Service

Main Outputs and Responsibilities for This Position

AREA/TYPE

RESPONSIBILITY

Planning & Scheduling of

Breakdowns

· Receive and prioritize breakdown requests and alerts.

· Assess severity, impact, and required resources for each breakdown.

· Schedule and assign work orders to technicians based on skills, availability, location, and priority.

· Balance workload across teams to optimize response times and minimize travel time.

· Ensure that SLAs and response time targets are met.

· Repair machines as per the standard times set as benchmark in the department.

· Plan breakdown jobs on D365 on technician resources and ensure jobs are closed and D365 updated when breakdown is resolved.

Parts order and tracking

· Check availability of parts in store to assist technicians on breakdown turnaround times

· Liaise with Stores to ensure picking of parts for breakdowns

· Check updated ETA’s on all orders and outsource work – liaise with management on service exchanges where ETA’s is too long – to minimise rental stops and downtime

· Monitor resource utilization and adjust as needed.

Customer Service

· Professionally liaise with customers on breakdowns

· Ensure sufficient breakdown details from customers to provide quick and efficient break down resolution. Resolve problem telephonically with customer where possible.

· Provide consistent feedback to customers on status of resolving breakdowns

· Liaise with customers and Logistics for Service Exchanges

· Attend to customer breakdowns during standby hours

Any other lawful and reasonable outputs and responsibilities that may be required.

Qualifications

Minimum

Grade 12

Experience

· 2–4 years of experience in Field Services Planning / breakdown management / Field Services job scheduling in a technical environment (equipment, machinery, rentals, etc.).

· Strong knowledge of maintenance operations, mechanical / electrical equipment, service & repair processes.

· Experience working with maintenance management systems (D365).

· Excellent planning, organizational and coordination skills.

· Strong analytical and problem-solving abilities.

· 2-4 years of customer service experience in resolving customer related problems

Knowledge

· Knowledge of working at heights / material handling / underground mining machinery and equipment

· Industry specific knowledge i.e. mining, construction, light & heavy industrial

· OSHAS and safety industry regulations

· PDI system

· Housekeeping rules

Skills

· Attention to Detail

· Administration skills

· Problem Solving skills

· Analytical Skills

· Good Communication skills

· Planning and Coordination skills

· Technical skills

· Computer literacy

· Understanding of spreadsheets

Behavioral Competencies

· Conscientiousness

· Cooperation

· Flexibility

· Self-efficacy

· Perseverance

· Identification

Work Location: In person