Job Description

This position follows a hybrid schedule. The selected candidate will be expected to report onsite at either our Salt Lake City or Raleigh/Durham offices 2-3 days/week.

The Planner I is responsible for coordinating and scheduling field service activities to support the efficient delivery of preventive maintenance, repairs, installations, and upgrades. This position serves as a key point of coordination between customers, field service personnel, and internal teams by managing service schedules, facilitating communications, and maintaining accurate service records. The Planner 1 applies established planning and dispatch processes to balance customer needs, resource availability, and service commitments while supporting operational performance objectives and customer satisfaction.

Primary Duties

1. Review incoming service requests and schedule field service activities based on established priorities, customer commitments, and resource availability.
2. Coordinate customer communications by confirming appointments, providing schedule updates, and documenting service-related information.
3. Assign and communicate work orders to field service personnel based on availability, geographic coverage, and standard service requirements.
4. Maintain daily and weekly service schedules, making routine adjustments to support service delivery commitments.
5. Monitor open work orders and follow up on pending activities to support timely completion of preventive maintenance, repairs, installations, and upgrades.
6. Coordinate with field service personnel, Customer Support Operations, and internal stakeholders to support accurate execution of service activities.
7. Identify routine scheduling conflicts, resource constraints, or service delays and escalate issues to senior planners or leadership as appropriate.
8. Assist with monitoring field service workload distribution, schedule adherence, and resource utilization within assigned territories.
9. Support identification of required parts, materials, and equipment needed for scheduled service activities.
10. Maintain accurate scheduling records, service documentation, and data within service management systems.
11. Assist with tracking and reporting key performance indicators such as on-time preventive maintenance, on-time repair arrival, and schedule compliance.
12. Perform all work in compliance with company quality procedures and standards.
13. Perform other duties as assigned.

Qualifications

Required Education, Training and Experience

• High School Diploma, GED or equivalent.
• 2+ years of related experience in one or more of the following areas: Customer service coordination, Scheduling or dispatching field personnel, Service appointment management, Call center or customer support operations, Logistics, planning, or service administration.
• Experience with negotiation, analyzing data, maintaining scheduling to customer needs.
• Experience managing multiple competing activities and deadlines.

Preferred Education, Training and Experience

• Associates degree preferred.
• Experience coordinating customer communications and scheduling activities in a fast-paced service environment.
• Experience communicating effectively with customers and field personnel to coordinate service activities and resolve routine scheduling issues.
• Experience with CRM (Salesforce) and/or ERP (preferably Salesforce) or other information systems software.
• Experience with thinking strategically, presenting, and articulating direction and strategies, and acting as a change agent by solving operational gaps needed to achieve the departmental and organizational strategic plans.

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
• Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.
• Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently.
• Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
• Troubleshooting issues to identify and resolve problems efficiently.
• Effectively deal with ambiguity requiring adaptability, critical thinking, and proactive communication to navigate situations with limited details.
• Informing others by sharing clear, timely information to ensure alignment.
• Effective written and verbal communication skills.
• Intermediate skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.

Working Conditions and Travel

• Ability to remain in stationary position, either sitting or standing, for prolonged periods
• Ability to ascend/descend stairs, ladders, ramps, and the like
• Ability to adjust or move objects up to 50 pounds in all directions
• Domestic travel required: up to 10%.