- Provide effective and productive planning of all field service and workshop repairs within the assigned territory through close communication with customers, service engineers, logistics, and sales teams.
- Act as the primary coordination point for Field Service Engineers, supporting job readiness, trip planning, technician allocation, and completion of planned visits.
- Manage service calendars, planning boards, and tracking systems to optimize technician availability, service response, and resource utilization.
- Coordinate customer service requests and maintain proactive communication with customers regarding service scheduling, status updates, delays, and completion.
- Use SAP and planning tools such as Innosoft / Veasy Planner to accurately create, update, and maintain service notifications, service orders, and related service records through to completion.
- Support service execution by coordinating spare parts, tools, and material availability with logistics, product companies, and service teams to ensure jobs are fully prepared.
- Monitor stock and asset movements, including parts picked, received, transferred, or returned,



to minimize service delays and maintain accurate records.
- Support invoicing readiness and job closure by ensuring service-related data is complete, accurate, and available for billing and customer submission requirements.
- Coordinate with customers and relevant parties on ECS (End Consignee Statement / End Use Certification) process updates, monitor expiry dates in SAP, and support revalidation where required.
- Identify and fulfill customer needs to achieve high customer satisfaction and support service contract / service plan adherence through proactive follow-up.
- Follow up business process performance through routine checks of planning status, blocked orders, invoices, and operational KPIs as required.
- Support local process implementation, end-user guidance, and ad hoc operational activities as required to support service, sales, and branch operations.
- Ensure all activities are conducted in accordance with VTS health and safety, quality, environmental, and documentation requirements.

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📌 Service Planner (City of Sydney)
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