What are the responsibilities and job description for the Planner position at bioMerieux Inc.?
Location: Durham, United States
Position Type: Unfixed Term
Job Function: Customer Service
A family-owned company, bioMerieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.
Position Summary:
The Planner and Scheduler is the interface between Technical Support Center and Field Service Activities. This person is responsible for updating and monitoring the field agents resources capacity, accurately planning scheduling, with proper urgency assessment, and contacting customers to confirm availability and confirmation for field activities and interactions.
Main Accountabilities:
- Optimize service and support planning, assignment and dispatching.
- Proactively contact external/internal customers to negotiate and confirm availability, site protocol requirements, and scheduling of field agent appointments.
- Update and manage the service schedule in a timely and accurate manner.
- Plan and communicate on assignments in advance with field agents and customers.
- Coordinate, communicate and work cross functionally with Customer Service Team (FAS/FSE/FIT/TSC).
- Inform stakeholder of any unplanned activity or capacity constraints impacting Planning and Scheduling of Field Agent resources.
Studies and Experience:
- Customer Service experience contacting customers via phone and/or email to confirm appointments with customers and field agent (3 to 5 years).
- Associate Degree or Equivalent of 3 to 5 Years, Experience in Planning/Scheduling and presenting to cross functional groups, and performing Business Administration Activities.
Skills and Qualifications:
- Excellent verbal and written communication skills and experienced generating presentations and schedules.
- Computer competency for data entry using Microsoft Office Suite, Salesforce, and SAP preferred.
- Experience Managing Change, Conflict Resolution preferred.
- General Customer Service knowledge in the areas of demand Planning, Scheduling, Prospecting, and Customer Support.
- Ability to negotiate with Internal/External Customers and supporting Field Agents to ensure work capacity goals are met.
- Ability to analyze and identify capacity, to meet demand for Field Service Activities, utilizing Calendar Optimization Tool, to plan and schedule service appointments to ensure Customer Satisfaction.
Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site or contact us at .
BioMerieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at , or by dialing 711 for access to Telecommunications Relay Services (TRS).
