Headquartered in Wilmington Ohio, EMSAR is a fast-growing national field services company providing
maintenance, repair and installation services to OEMs in the Healthcare, Life-Science and self- service kiosk, .
EMSARs customer-centric model enables us to customize and deliver the highest quality
solutions to our blue-chip and emerging client base. EMSARs portfolio of services includes
- On-site technical field support, including maintenance & repair
- Bench repair and remanufacturing
- Installation
- Training and education
We are looking for a Resource Planner Supervisor who is responsible for leading a team of Resource Planners to
successfully and efficiently schedule Field Service Engineers (FSE) at customer sites based on client
requirements and parts delivery/availability. This role will help support the Central Scheduling Team who
provides an exceptional customer service experience to our Philips Healthcare customers and to the FSEs we
support. To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these
essential !unctions.
What youll be up to:
- Provide daily supervision and direction to a team of Resource Planners to meet company goals and
objectives.
- Meet with each Resource Planner weekly to provide feedback about their progress
- Answer questions from Resource Planners and document new processes as they evolve.
- Assist with customer and FSE escalations.
- Coordinate work planning and scheduling across multi-functional work teams and client contacts in
accordance with established processes and procedures
- Enter client data into SalesForce/ServiceMax
- Dispatch work orders as requested to FSEs in EMSAR and clients Sales Force/Service Max systems
- Coordinate scheduling of services provided by vendors and on-site team(s)
- Monitor and create reports/dashboards to support Resource Planners in accomplishing daily/weekly
targets.
- Work with operations teams to ensure work is being completed within client required timeframe
($LA/contractual obligations)
- Participate in meetings with EMSAR management and clients management to provide updates on progress
and support initiatives.
- Support on boarding activities for the team which may include conducting interviews and training new hires.
- Exercise judgement and analytical skills to identify, investigate and escalate incongruent findings.Monitor dashboards to ensure timely review and closure of work orders owned by direct reports.
- Performs additional duties as needed and/or assigned by supervisor/manager.
Supervisory Responsibilities:
- Provides Supervisory oversight to a dedicated team.
- Leads and directs the work of others.
- Approving employees time sheet, time off and over time approval
- Provides guidance, reviews and approve the work of others.
- Administer progressive discipline and corrective counseling.
- Conduct quarterly, mid-year, and annual performance reviews.
- Guides and mentors dedicated team.
- Is responsible for overall team success.
What were looking for:
- General understanding of Service Level Agreeme1ts (SLA) and Key Performance Indicators (KPI)
- Proficient in SalesForce/ServiceMax or equivalent
- Outstanding interpersonal and written communication skills
- Proficient in Microsoft Office Suite (Outlook, Excel, Word, SharePoint, Teams) and other and cloudbased software
- Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams
AND
- High School Diploma or Equivalent
- 3+ years call center and/or customer service experience
- 1 + years in a lead or supervisory role
OR
- Associates degree or higher and/or Trade School diploma
- 1 + years call center and/or customer service experience
- 1 + years in a lead or supervisory role
WORK ENVIRONMENT AND PHYSICAL DEMANDS
- Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours
Our commitment to you:
- A great team environment
- Competitive salary
- Healthcare benefits
- Ability to work remotely