Job Summary

We are seeking a highly organized and proactive Resource Planner to support field service operations across multiple markets. This role is responsible for ensuring the effective allocation of technical resources to service activities, projects, installations, upgrades, calibrations, training, and mandatory kit rollouts. The successful candidate will work closely with Service Delivery Managers, Project Managers, Service Delivery Engineers, and cross-functional stakeholders to optimize resource utilization while maintaining delivery quality and customer commitments.

What you will do

• Utilize Field Service Management (FSM) and planning tools to perform accurate resource planning and scheduling for field service activities, installation & commissioning projects, calibrations, training, upgrades, and other customer support activities.

• Ensure the right resources are assigned based on technical competencies, availability, readiness, location, and customer demand.

• Proactively identify alternative resource allocation solutions for urgent and last-minute requests through collaboration with Service Delivery Managers, Project Managers, and Service Delivery Engineers.

• Manage stakeholder expectations through clear, timely, and transparent communication regarding resource allocation status, risks, constraints, and alternative solutions.

• Facilitate escalation discussions across Service Operations, Market Operations, and Professional Services & Engineering teams when resource constraints impact service delivery commitments.

• Perform scope validation and planning reviews to ensure requests are complete, accurately defined, and aligned with Quality of Scope principles.

• Ensure compliance with agreed Service Level Agreements (SLAs) by responding to resource requests and planning activities within established timelines.

• Support markets in understanding short- and mid-term demand trends, workforce capacity limitations, and capability requirements while coordinating capacity adjustments through internal, cross-regional, or outsourced resources.

• Coordinate with relevant stakeholders to ensure field engineers have the necessary documentation, tools, templates, and logistical support before arriving on-site.

• Analyze long-term capacity challenges, including workforce availability, skill gaps, utilization levels, and tooling requirements, and recommend resource optimization strategies.

• Provide early visibility of resource shortages, bottlenecks, and delivery risks to enable proactive decision-making and escalation when required.

• Support FlexZone processes, understand preferred supplier networks, and manage planning exceptions through established escalation procedures.

• Maintain a strong understanding of planning tools, resource management processes, and operational best practices.

• Coordinate training demand planning in alignment with competency development plans to ensure engineers are prepared for future business and market requirements.

• Support Mandatory Kit Rollout (MKR) planning activities, ensuring timely deployment, risk tracking, prioritization of critical solutions, and stakeholder coordination.

• Monitor MKR implementation effectiveness, identify discrepancies between planned and actual execution, and provide feedback for continuous improvement.

• Collaborate with Service Delivery Engineers, HR, Corporate Travel, and other stakeholders to facilitate visa, work permit, and immigration processes for regional resource deployment.

We believe you have

• Bachelor's Degree in Business Administration, Engineering, Supply Chain Management, Operations Management, or a related discipline.

• Minimum 3–5 years of experience in resource planning, workforce management, project coordination, service operations, or a related field.

• Experience with workforce planning, capacity management, demand forecasting, workload balancing, and resource optimization.

• Strong analytical and problem-solving skills with the ability to make data-driven decisions in a fast-paced environment.

• Demonstrated ability to manage urgent and last-minute resource demands while maintaining service quality and customer commitments.

• Excellent stakeholder management skills with the ability to influence and collaborate across different functions, regions, and organizational levels.

• Strong verbal and written communication skills with the ability to manage expectations, resolve conflicts, and drive alignment among stakeholders.

• Understanding of field service operations, project execution, workforce utilization, and service delivery processes.

• Experience managing escalations and supporting decision-making in situations involving competing business priorities.

• High level of ownership, accountability, responsiveness, and customer focus.

• Hands-on experience with Field Service Management (FSM), ERP, workforce planning, scheduling, or resource management systems.

• Strong organizational skills with the ability to manage multiple priorities simultaneously.

• Proficiency in Microsoft Office applications, particularly Excel, Power BI, and reporting/data analysis tools.