Main mission:

The Field Services Coordinator/Planner is responsible for scheduling the execution of Field Services operations at customer sites. This role ensures that all parts, tools, instructions and order details are made available to the Field Services execution workforce and that the closest, qualified FSR (Field Service Representative) is scheduled for the job to meet customer requirements and Schneider workforce optimization. This role interacts with end customers so the Field Services Planner must have strong communication skills.

qCheck/enrich Work Orders to be scheduled in bridge Field Services (bFS) or in other Schneider systems

• Urgency / requested date, customer information, correct installed base, scope of work, T&C, time to execute

• Work Orders are created automatically or by Order Management or Technical Support (CCC)

qPrepare/prioritize the interventions in backlog, based on customer type VIP Gold / Strategic / non VIP, contracts with SLAs, customer availability, spare part and FSR or subcontractors’ availability

qAssign all possible work orders at least for next 3 months, determining best date/timing balancing customer requirements, delivery of material needed, and skilled/certified FSR availability, while maximizing FSR utilization rate by minimizing travel, idle and overtime, combining multiple interventions to the same or nearby locations when possible.

=> optimized scheduling has direct impact on Field Services Profit & Loss !

qCommunicate proactively with customers, confirming the intervention details and reminding to FSR the constraints (safety requirement and equipment, permit to work, site access, timing, report, de-briefing with customers…)

qMonitor the smooth execution of the interventions, rescheduling/cancelling if required, supporting remotely FSR on visit/calendar management, maintaining Work Orders data quality (like Billable info, Install product, planner deviation)

qFor non-connected external technicians only, complete the work orders on their behalf (time entries, deviation, site intervention report…)

qAnimate/Participate to regular meetings with Field Services Execution team (Short Interval Meeting, Sales & Operations Planning), building improvement plan based on weekly/monthly dashboard (like optimizing scheduling, reducing deviations, anticipating internal/external capacity need).

Activities and areas of responsability:

Opportunity for progressive 3 tiers within the role:

• Scheduler: Basically trained/experienced at Work Order Scheduling. Selects the appropriate FSR for routine work based on established procedures taking into consideration Customer/FSR/Materials availability.

• Planner: Deep knowledge of the requirements for scheduling both planned and unplanned work. The ability to prioritize and make appropriate decisions weighting FSR availability, customer impact and SLA Adherence.

• Planner Coordinator: Expert knowledge of the requirements to properly plan and deliver complex scenarios. Mentor and lead a group of Planners and Schedulers. Monitor KPI and direct team accordingly.

Main interactions

Order Management, Customers, FSRs, Field Services Operations Director, Technical Support, Supply chain, Finance.

Key success Factors:

• Good interpersonal communication and relationship with others (collaborate, convince)

• Understand and communicate scope of work and Term & conditions to FSR

• Understanding of impact of FSR utilization rate and work order management on Profit & Loss

• Proactive communication with Customers to ensure satisfaction

• Minimal Technical knowledge on Schneider products.