Job title: Planner - Customer Support
Location: Nashville, TN
Flexible to work varying shifts, including weekends (7AM8PM)
Role Overview
Reactive Planner 2 is responsible for scheduling service operations by coordinating field service engineers, parts delivery, and equipment availability. The role focuses on building an efficient planning process while delivering exceptional customer service. Responsibilities include planning work orders, interacting with customers via phone/email, and collaborating with Service, Sales, and Production teams to resolve issues.
Key Responsibilities
Create medium- to long-term planning for service operations aligned with business objectives
Act as the single point of contact for service order escalations and exceptions
Analyze, document, communicate, and escalate service issues in a timely manner
Identify planning issues and implement effective solutions with minimal supervision
Recognize patterns in customer issues and update knowledge management content
Coordinate with internal and external stakeholders to ensure timely service delivery
Requirements & Skills
Bachelors degree preferred or equivalent experience
3+ years in customer service or planning roles
Experience with ServiceMax, Salesforce, SAP, or similar tools preferred
Proficiency in MS Office (Word, Excel, Outlook)
Strong attention to detail and accuracy
Excellent written and verbal communication skills
Strong customer service and phone skills
Ability to work in a fast-paced environment and adapt to changing priorities
Strong organizational and interpersonal skills
Ability to work independently and solve problems effectively