Planner (Toa Payoh)

Company Overview

Telistar is a One-Stop End-to-End Service Solutions Provider specializing in tailored solutions for service-centric organizations. We enhance profitability, productivity, efficiency, and control through customized service delivery and management, supporting clients to maximize their potential in competitive markets.

Job Summary

The Resource Planner optimizes field service resource deployment and ensures timely, accurate contract billing. This role supports operational KPIs, revenue realization, contract compliance, and continuous improvement by coordinating service activities and collaborating with cross-functional teams.

Responsibilities

• Plan and schedule Field Service Engineers for preventive maintenance, installations, corrective maintenance, and field change orders to meet service commitments
• Optimize resource utilization balancing customer needs, SLA requirements, and engineer availability
• Ensure preventive maintenance activities are completed within contractual timelines and grace periods
• Maintain and update Installed Base records to support maintenance planning and service execution
• Coordinate manpower allocation for projects and service campaigns to meet operational demands
• Manage incoming service requests via hotline, email, and system-generated cases, ensuring accurate logging in ServiceMax and related systems
• Verify customer entitlement, warranty status, and contract coverage before service planning to ensure compliance
• Monitor service cases and work orders to ensure timely progression and closure within established SLAs
• Communicate proactively with customers regarding service schedules and case status updates
• Drive timely closure of completed service activities to enable accurate contract billing
• Review work orders and supporting documents to ensure billing readiness and adherence to company policies
• Coordinate billing submissions, invoice generation, and billing-related queries with Finance, Commercial, and shared service teams
• Monitor unbilled activities and implement corrective actions to reduce billing backlog and prevent revenue leakage
• Track operational KPIs related to planning, preventive maintenance compliance, and billing performance
• Take proactive measures to address performance gaps and improve operational efficiency
• Support preparation of performance reports and management dashboards for leadership review
• Identify and resolve exceptions in work orders, service cases, and billing transactions to maintain data integrity
• Correct system errors to ensure seamless integration with SAP and other enterprise systems
• Manage exception approvals for overdue or missed preventive maintenance activities
• Issue customer communications and exception letters as required to maintain transparency
• Maintain accurate and complete operational records to support audit readiness
• Collaborate with Delivery Managers, Project Managers, Field Service, and Customer Service teams to ensure effective workforce planning
• Ensure submission of required documentation for warranty and contract updates with operational support teams
• Coordinate with internal stakeholders across Service, Commercial, Finance, Supply Chain, and Operations functions to align processes
• Participate in process improvement initiatives to enhance planning efficiency, service delivery, and billing accuracy

Preferred competencies and qualifications

• Experience in resource planning, service coordination, or service operations administration
• Knowledge of service management systems such as ServiceMax, Salesforce, SAP, or equivalent CRM/ERP platforms
• Strong analytical and organizational skills with attention to detail
• Ability to manage multiple priorities effectively in a fast-paced environment
• Good communication and stakeholder management skills
• Proficiency in Microsoft Excel and reporting tools