Resource Planner Supervisor

Resource Planner SupervisorLevel Experienced Job Shift DayDescriptionHeadquartered in Wilmington Ohio, EMSAR is a fast-growing national field services company providing maintenance, repair and installation services to OEM's in the Healthcare, Life-Science and self-service kiosk.EMSAR's customer-centric model enables us to customize and deliver the highest quality solutions to our blue-chip and emerging client base. EMSAR's portfolio of services includesOn-site technical field support, including maintenance & repairBench repair and remanufacturingInstallationTraining and educationWe are looking for a Resource Planner Supervisor who is responsible for leading a team of Resource Planners to successfully and efficiently schedule Field Service Engineers (FSE) at customer sites based on client requirements and parts delivery/availability. This role will help support the Central Scheduling Team who provides an exceptional customer service experience to our Philips Healthcare customers and to the FSEs we support. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions.What you'll be up to: • Provide daily supervision and direction to a team of Resource Planners to meet company goals and objectives. • Meet with each Resource Planner weekly to provide feedback about their progress • Answer questions from Resource Planners and document new processes as they evolve. • Assist with customer and FSE escalations. • Coordinate work planning and scheduling across multi-functional work teams and client contacts in accordance with established processes and procedures • Enter client data into SalesForce/ServiceMax • Dispatch work orders as requested to FSEs in EMSAR and client's Sales Force/Service Max systems • Coordinate scheduling of services provided by vendors and on-site team(s) • Monitor and create reports/dashboards to support Resource Planners in accomplishing daily/weekly targets. • Work with operations teams to ensure work is being completed within client required timeframe ($LA/contractual obligations) • Participate in meetings with EMSAR management and client's management to provide updates on progress and support initiatives. • Support on boarding activities for the team which may include conducting interviews and training new hires. • Exercise judgement and analytical skills to identify, investigate and escalate incongruent findings. Monitor dashboards to ensure timely review and closure of work orders owned by direct reports. • Performs additional duties as needed and/or assigned by supervisor/manager.Supervisory Responsibilities:Provides Supervisory oversight to a dedicated team.Leads and directs the work of others.Approving employee's time sheet, time off and over time approvalProvides guidance, reviews and approve the work of others.Administer progressive discipline and corrective counseling.Conduct quarterly, mid-year, and annual performance reviews.Guides and mentors dedicated team.Is responsible for overall team success.QualificationsWhat we're looking for:General understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)Proficient in SalesForce/ServiceMax or equivalentOutstanding interpersonal and written communication skillsProficient in Microsoft Office Suite (Outlook, Excel, Word, SharePoint, Teams) and other cloud-based softwareUnderstanding of customer requirements and ability to assist with the coordination/interface with cross-functional teamsANDHigh School Diploma or Equivalent3+ years call center and/or customer service experience1 + years in a lead or supervisory roleORAssociates degree or higher and/or Trade School diploma1 + years call center and/or customer service experience1 + years in a lead or supervisory roleWork Environment and Physical DemandsAbility to sit, stand, bend, and reach for long periods for time exceeding 4 hoursOur commitment to you:A great team environmentCompetitive salaryHealthcare benefitsAbility to work remotely