Bilingual Reactive Planner

**Job Title**: Bilingual Reactive Planner (Contractor)

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

**In this role, you have the opportunity to make life better**

Looking at the challenges the world is facing today, Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

Working at Philips is more than a job. It’s an opportunity to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Join us and help us improve the health and well-being of billions of people, every year

**You are responsible for**
- Act as the single person of contact for scheduling of Field Resources and dealing with exception and escalation of service orders for customers and service engineers.
- Handle exception management and balance continuously conflicting demands in the area of business obligations, resource availabilities and customer demand.
- Planning all incident customer events in the Service Max Dispatch System, meaning one Calendar also visible to Service Engineers and Service Managers.
- Planning all non-customer event types (including Leave/Meetings/Training) for the field resource which is visible to Service Engineers and their Service Managers.
- Scheduling and confirming appointments with customers.
- Process FSE standard Parts Orders (Incident), obtain NSS approval over $5K cost in Service Max which automatically triggers ordering process in SAP.
- Move service parts between cases and work orders.
- Planning T&M PMs with customers in the Service Max Dispatch System.
- Process MES parts orders, use special hot alert templates.
- Call Centre - process Inbound/outbound external customers calls.
- Call Centre - process Inbound/outbound internal customers calls.
- Check customer Entitlement.
- Create Commercial Invoices during Disaster Recovery.
- Input Issuetrak during Disaster Recovery.
- Technical Parts Review - Coils - ensure NSS Approval is in Servicemax.
- Ultrasound Transducers - capture serial #, input in backorder text and place order on hold for serial number review by USA during business hours.
- Monitor and manage integration errors between Servicemax and SAP.
- Assist during Parts Ordering errors and exceptions in Servicemax and SAP.
- Monitor and Manage Backorders.
- Dispatch P1 cases and Mackenzie cases immediately live to an FSE.
- Request quotes to Service Quote Admin when customer does not have entitlement.
- Monitor work order views to ensure all work orders are planned.
- Clear the service team views by end of shift, prioritizing Mackenzie, P1 and P2.
- Clear the action assignments - short term by end of shift.
- 100% compliance to schedule adherence.
- Projects as assigned (Audit, CAPAs, UAT testing).

**You are part of**

A team of motivated Customer Care Representatives delivering world-class customer support. We continuously strive to be an essential part of the Philips experience by providing an extraordinary customer experience through an energized and inspired team. Your first priority will be to provide the customer with a personalized experience by thoroughly and efficiently gathering customer information, documenting the customer needs, and educating the customer where applicable regarding their support entitlement.

**To succeed in this role, **you’ll need a customer-first attitude and the following**
- 3+ years of experience.
- Strong communication skills.
- Intermediate Microsoft Office.
- Ability to multi-task, strong follow-up skills and attention to detail.
- Proven experience in a team environment.
- Experience in a call centre/customer service environment
- Experience on an order desk preferred.
- Continuous Improvement experience preferred.

**In return, we offer you**

**How we work at Philips**

Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the off