Your mission
Service Planner is responsible for optimising the service scheduling and managing work orders by balancing customer requirements, technician availability, and operational constraints. Delivers a consistently high level of proactive customer service and ensures efficient workforce utilisation through effective planning, while adapting quickly to unexpected issues. Also communicates the value of Hiab’s service offerings during customer interactions to drive service adoption and increase service sales.
Key Responsibilities
- Communicate proactively and professionally with customers to understand their needs, identify potential issues, and ensure timely resolution
- Collaborate closely with internal colleagues, Hiab’s service center/field service teams, and external service partners to enable streamlined planning and delivery in line with agreed service lead times and quality standards
- Schedule and plan service activities to ensure efficient and timely service delivery, with a strong understanding of different service tasks and their impact on time requirements, competencies, and preparation needs
- Create, assign, monitor, and close work orders, ensuring all relevant and accurate information is recorded in the system
- Manage unexpected issues and respond to emergencies by effectively prioritising, reallocating, and adjusting tasks or resources as required
- Support service preparation through effective spare parts planning and coordination of required orders
- Prepare, issue, and actively follow up quotes, estimates, and invoices for chargeable service work
- Ensure high quality and timely customer reporting of completed service activities, in collaboration with service technicians
- Ensure timely invoicing of completed chargeable service work and support the reduction of WIP
- Ensure accuracy and quality of service technician time sheet reporting
- Drive lifecycle activation to support business growth and customer retention by communicating the value of Hiab’s services during customer interactions, following up on lifecycle opportunities, and promoting and offering ProCare solutions.
What we are looking for
- Relevant commercial or technical education
Experience
- Demonstrable experience of providing excellent customer service, prioritising and adapting planning based on changing situations
- Experience in working with SAP and/or Salesforce systems is preferable
Competencies
- Strong customer orientation and professionalism
- Ability work individually and as part of a team
- Ability to manage multiple priorities and remain focused in fast paced environment
- Ability to communicate the value of services to customers during service interactions
- Collaborative way of working with cross functional teams
- Excellent written and verbal communication skills
- Good level of IT skills (SAP, Salerforce) and capability to learn new systems and tools
And Also
- Interacts confidently, comfortably, and proactively with customers to manage expectations and resolve issues effectively
- Takes end to end ownership of service orders, from creation to closure, ensuring accuracy and timeliness
- Self driven and resilient, capable of working under pressure and operating independently
- Demonstrates a flexible mindset with a focus on high quality customer service.
What We Offer
As part of a global organization, you will gain access to an extensive network and exciting development projects. At the same time, we value personal development and the close collaboration that characterizes our local operations. Cooperation, commitment, quality, and order are the guiding principles we work by. We are constantly working to maintain a pleasant and enjoyable work environment for our employees with opportunities to grow in your role and develop it further.
Place of Work & Travel
Place of work: you can be located at any of our sites locations in Ellesmere, Northallerton, Witney, Dudley and Broxburn. Option for Hybrid way of working when agreed with Line manager. Travel may be required upon occasion to other sites.
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