The Service Planner is responsible for ensuring the timely and efficient supply of materials to support customers across the global install base. This role focuses on maintaining high levels of customer satisfaction while optimizing inventory management across multiple locations. The Service Planner will oversee reverse logistics, including field returns, toolbox inventory, and RMA products, while coordinating refurbishment and repair efforts with suppliers and internal teams.
Key Responsibilities:
Coordinate and prioritize the shipment of materials to meet customer needs, working closely with field service and technical support teams.
Release and dispatch sales and service orders as required.
Collaborate with Field Service Customer Service Coordinators to manage Returned Material Authorizations (RMAs) and oversee the return of assets from the field.
Contribute to service inventory forecasting and establish regional min/max stocking levels, ensuring readiness for new product introductions.
Oversee the efficient processing and disposition of all field returns.
Partner with production managers to allocate assembly, testing, and configuration resources to meet customer commitments, ensuring production orders are released and tracked to completion.
Identify and drive cost-saving opportunities through OEM warranty and refurbishment programs where applicable.
Resolve material shortages and labor capacity conflicts by coordinating with production and supply chain teams.
Provide input on Engineering Change Orders (ECOs) and Engineering Change Requests (ECRs), ensuring smooth implementation and material availability for the install base.
Support customer upgrade programs by providing lead times, coordinating shipments, and ensuring successful product delivery.
Maintain and optimize master data and planning processes to improve inventory performance.
Manage obsolescence issues, prioritize engineering qualifications for spare parts, and execute Last-Time-Buy (LTB) purchases as needed.
Generate, update, and distribute regional backlog order reports for customer service teams.
Qualifications:
5+ years of experience in service planning, supply chain, or related fields.
Bachelor's degree in Business, Supply Chain, or a related field, OR a High School Diploma with equivalent experience.
Experience in service or refurbishment planning within a manufacturing environment is preferred.
Proficiency with ERP/MRP systems such as MS Dynamics 365, SAP, or Oracle.