Resource Planner (Service Operations)

Role Summary

The Resource Planner is responsible for coordinating and optimizing the deployment of field service engineers, tools, and resources to ensure timely execution of service activities, including preventive maintenance, installations, and field change orders.

This role plays a key part in ensuring high service quality, operational efficiency, and adherence to service level agreements (SLAs) by working closely with customer service, delivery teams, and field engineers. The Resource Planner will also support KPI tracking, case resolution, and continuous process improvement to enhance overall service performance.

Key Responsibilities

1. Resource Planning & Scheduling

• Plan and schedule field service engineers for all service related events, e.g. preventive maintenance (PM), installations, and field change orders (FCO)
• Ensure preventive maintenance activities are scheduled and completed within contract timelines and grace periods
• Update installed base records to support future maintenance planning

2. Case Management & Customer Support

• Handle incoming service requests via hotline and emails
• Log incidents and service requests accurately in CRM system (ServiceMax)
• Verify customer entitlement and service coverage prior to planning activities
• Monitor and follow up on service cases to ensure timely completion within SLA

3. KPI Monitoring & Performance Management

• Proactively track and manage operational KPIs relating to planning
• Take corrective actions to address gaps and improve performance

4. Tools & Asset Management

• Manage tools allocation and distribution to field engineers
• Ensure tools are within calibration period and coordinate calibration cycles
• Track overdue tools and arrange collection and recalibration
• Submit Vendor invoice to infosys

5. Exception Handling & Case Closure

• Identify and resolve exceptions in work orders and service cases
• Ensure accurate data and correction of errors for smooth integration with SAP
• Drive closure of preventive maintenance cases for contract billing purposes
• Issue exception letters and manage approvals for overdue or missed PM activities

6. Stakeholder Coordination

• Collaborate with Delivery Managers, Project Managers, and service teams for manpower planning
• Work closely with GBS teams to ensure required documentation is submitted for warranty updates
• Coordinate with internal stakeholders across service, commercial, and operations teams
• Support additional operational tasks such as reporting and customer communications (e.g., End of Life / End of Support notices)

Requirements

• Diploma or equivalent qualification in Business, Operations, or related field
• 1–2 years of relevant experience in resource planning, service coordination, or back-office operations
• Prior experience in service operations, logistics, or planning roles is preferred
• Strong planning, coordination, and organizational skills
• Customer-first mindset with strong communication abilities
• Detail-oriented with good problem-solving skills
• Ability to multitask and work in a fast-paced environment
• Proficiency in Microsoft Office (Excel, Outlook, etc.)
• Experience with service systems (e.g., ServiceMax, SAP) is an advantage