Service Engineering Planner

JOB MISSION

To plan and coordinate Service Engineer activities efficiently, ensuring customer visits, planned maintenance, breakdowns and project work are scheduled with the right resources, information and materials. The role supports high levels of engineer utilisation, customer satisfaction and service delivery through accurate planning, proactive communication and effective coordination across the Service organisation.

KEY ACTIVITIES AND ACCOUNTABILITIES

· Plan and schedule planned maintenance, breakdown, commissioning, warranty and project visits

Allocate work to Service Engineers based on competence, location, availability and customer requirements

Maintain accurate engineer diaries and optimise routes to improve utilisation and reduce unnecessary travel

Confirm appointments with customers and provide timely updates when schedules change

Ensure work orders contain the correct scope, site information, permits, risk information and customer contacts

Coordinate parts, tools, access equipment and subcontract support so work can be completed as planned

Monitor outstanding work, overdue visits and schedule risks, escalating issues where required

Support urgent breakdown planning and reprioritise resources to meet customer needs

Review completed visits, service reports and follow-up requirements to support timely closure

Maintain accurate planning, customer and installed-base information within business systems

Work with Service Managers to balance workload, capacity, holidays, training and regional coverage

Contribute to service improvement activities and undertake projects assigned by the Line Manager

KEY INTERFACES

· Service Managers and Team Leaders

Field Service Engineers

Customers and site contacts

Service Sales, Spare Parts and Technical Support teams

Projects team

Warehouse, purchasing, subcontractors and other support functions

KNOWLEDGE

· Working knowledge of service planning, scheduling and field-service coordination

Competence in Microsoft Office, CRM and field-service management systems

Understanding of customer service principles, work-order processes and service-level commitments

General knowledge of the Company’s products, services and engineer competence requirements

Awareness of health, safety and site-access requirements relevant to field-service activities

SKILLS AND ABILITIES

· Highly organised with strong planning and coordination skills

Able to prioritise competing demands and respond effectively to changing circumstances

Clear and professional written and verbal communication

Accurate data entry and strong attention to detail

Sound judgement and practical problem-solving ability

Able to work independently while collaborating effectively across teams

Confident in using scheduling, CRM and reporting systems

CHARACTER ATTRIBUTES

· Customer focused and professional

Calm and decisive under pressure

Proactive, dependable and accountable

Flexible and willing to adapt to operational priorities

Positive team player who builds constructive working relationships

Continuous-improvement mindset

TYPE AND LEVEL OF EDUCATION/EXPERIENCE

· Good general education, including GCSE English and Mathematics or equivalent

Previous experience in service coordination, planning, scheduling, logistics or customer support is preferred