At a Glance
- Tasks: Manage incident planning and coordinate field service engineers for Philips Healthcare.
- Company: Join Philips Healthcare, a leader in innovative health solutions.
- Benefits: Enjoy competitive salary, flexible working, and access to Philips University.
- Other info: Flexible hybrid working with opportunities for career growth.
- Why this job: Make a real difference in healthcare while developing your skills in a supportive environment.
- Qualifications: Proactive attitude, strong communication skills, and basic IT knowledge required.
The predicted salary is between 30000 - 40000 £ per year.
Position: Resource Planner for the Service Support Centre at Philips Healthcare.
Location: Farnborough, Hampshire. Hybrid working with flexibility to work from home up to 2 days a week once initial training is completed.
You will report to the Customer Care Centre Manager directly and be part of the Service Support Centre in the Health Systems Business at Philips.
Responsibilities
- Handle incoming calls for all modalities, including US & HPM.
- Manage incident planning and case management for all Philips‑managed modalities.
- Ensure appropriate management of field capacity to enable correct scheduling by the planning resource team.
- Prioritise and reschedule event types within a 48‑hour timeframe.
- Assign and dispatch Field Services Engineers (FSEs) based on onsite technical helpdesk advice, considering location, workload and urgency.
- Manage FSE absence requests for all Philips‑managed modalities.
- Coordinate spare‑part orders, keeping customer and engineers informed at every stage.
- Keep customers informed of call status and actions being taken.
Qualifications
- Motivated, proactive attitude and desire to learn.
- Resilient and confident character with strong problem‑solving skills.
- Ability to work independently and as part of a team.
- Ownership of customer problems through completion while remaining calm under pressure.
- Strong written and verbal communication skills.
- Commitment to customer satisfaction and building trust.
- Effective workload and priority management.
- Good organisational skills.
- Ability to meet predetermined targets and timescales.
- Basic IT skills – Microsoft Office suite.
- Able to handle a high volume of telephone calls under pressure.
Shift Patterns
8:00am – 4:30pm / 9:00am – 5:30pm weekly rotation with a 11:30am – 8:00pm shift once a fortnight, and a Saturday or Sunday 8:00am – 4:30pm shift once every six weekends. Weekend and late‑shift work can be performed from home.
Benefits
Competitive salary, shift allowance, performance bonus, family‑friendly policies, flexible benefits and access to the Philips University.
Service Support Centre - Resource Planner in Farnborough employer: Philips International
Philips Healthcare is an exceptional employer, offering a supportive and flexible work environment in Farnborough, Hampshire, where employees can thrive both personally and professionally. With competitive salaries, performance bonuses, and access to Philips University for continuous learning, the company fosters a culture of growth and collaboration, ensuring that every team member feels valued and empowered to contribute to customer satisfaction.
