Service Planner

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the-art solutions for professional coffee making. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.

About the job

As highly organized and proactive Service Planner you will be responsible for efficiently scheduling and coordinating our service engineers to ensure all coffee machine service requests are handled promptly and effectively. Your efforts will be key to maintaining high levels of customer satisfaction and operational efficiency. While the position primarily involves working Monday to Friday, some weekend work will be required to support our engineers who operate seven days a week

Your tasks

• Schedule Management: Plan and optimize the daily, weekly, and monthly schedules for service engineers, taking into consideration customer needs, engineer availability, and geographical logistics.
• Appointment Coordination: Coordinate with customers to schedule service appointments that are convenient while ensuring efficient use of resources.
• Route Optimization: Utilize mapping and scheduling software to optimize engineers' routes, reducing travel time and increasing the number of service calls completed per day.
• Communication: Serve as the main point of contact for service engineers, facilitating clear and timely communication regarding service appointments, delays, or any changes to scheduled services.
• Record Keeping: Maintain accurate and up-to-date records of service schedules, customer interactions, and engineer availability in the company’s CRM system.
• Issue Resolution: Address and resolve any scheduling conflicts or issues that arise in a timely and effective manner, ensuring minimal impact on service delivery.
• Feedback Collection: Gather feedback from service engineers post-service to identify areas for improvement in scheduling and service delivery.
• Performance Reporting: Generate reports on service efficiency, customer satisfaction, and engineer utilization for management review.
• Continuous Improvement: Continually assess and improve scheduling processes and tools to increase efficiency and enhance service levels.
• Team Collaboration: Work closely with other departments, such as customer service, PPM, Installs and Workshop, to ensure a seamless service experience for customers.
• Be able to work on different reports on a daily basis including Microsoft Office packages.

Requirements

• Excellent communication and interpersonal skills.
• Ability to analyse data and make informed decisions.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Proactive and thinks for the long term
• Strong problem-solving skills.
• Ability to work under pressure and handle challenging situations.
• High level of integrity and professionalism.

What we offer you

• Opportunity to work in a collaborative and innovative environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.
• Be part of a company committed to excellence and innovation.