The Opportunity:
As a Planned Activity Scheduling Specialist, you will play a crucial role in supporting ***'s RSN Operations Team. You will be the backbone of our customer support efforts regarding proactive service delivery, ensuring that operations run smoothly and efficiently. This role involves managing customer appointments, supporting field representatives, determining efficient service schedules and maintaining high standards of operational success.

Key Responsibilities:
Daily Operations Support: Act as a primary point of contact for service representatives. Respond to inquiries and troubleshoot issues related to resource scheduling & dispatching, work order creation and troubleshooting, spare parts distribution and managing service appointments.
Customer Interaction: Maintain excellent workload management by balancing multiple tasks efficiently while ensuring a high level of service quality. Communicating directly with customers to schedule pro active service activities in a manner that creates efficient utilization of field resources while balancing customer availability and needs.
Documentation: Maintain documentation according to established guidelines and ensure the integrity of support functions.
Process Improvement: Identify areas for improvement and recommend corrective solutions to enhance operational efficiency.
Team Communication: Communicate proactively and effectively with teammates, stakeholders, and leadership. Embrace change with a positive attitude and foster a culture of continuous improvement within the team.
Mindset: This team is a newly formed part of the organization with an exciting opportunity to drive change, improving the customer experience, increasing instrument uptime and providing a standardized, more efficient way of working for the assigned work set. The Planned Activity Scheduling Specialist must have a mindset of embracing change and speaking up to help shape the future of the team and organization.

Qualifications:
Who You Are:
Associate s Degree with at least 1 year previous customer service experience or greater than 3 years previous customer service experience
Proven ability to make quick and effective independent decisions
Strong organization and planning skills
Ability to handle multiple functions at one time
Efficient and effective oral and written communication skills; demonstrated customer communication skills
Intermediate computer skills including the ability to do some advanced functions within various software packages
Ability to develop expert product knowledge for areas of responsibility

Preferred:
Bachelor s Degree in a related field with at least 2 years of previous customer support experience.
Previous experience with direct customer communication, at times negotiating and making trade offs regarding appointment times. Receiving feedback from customers and determining the best course of action and/or escalation.
Experience with process improvement.
Previous experience with SAP, Salesforce, ServiceMax and ServiceNow CRM platforms.
Proficiency with Google Suite, specifically Google Sheets, Google Docs, Google Slides, and Google Forms.
A team player who is assertive when needed and comfortable with uncertainty.
Strong people-oriented skills and ability to live the agile values and participate actively in our feedback culture.
Additional Information:
May require occasional evening scheduling responsibilities to support various time zones. This is anticipated to be rare.
This role is ideal for someone looking to grow within a supportive and dynamic environment, offering opportunities to contribute to operational excellence and strategic initiatives.

*** is an equal opportunity employer.