As a Bilingual Reactive Resource Planner, you will be responsible for the coordination of the Field Service Employees’ schedules for scheduling service for our customers, parts delivery, and equipment availability for the Philips Canada Services and Solutions Delivery (SSD) organization. This role will help to build a world-class planning organization, dedicated to providing an exceptional customer service experience. The ideal candidate possesses the ability to learn new processes quickly, prioritize activities, and work efficiently under pressure. The majority of time in this role will be spent planning work orders and interacting with our internal and external customers via phone and email.
Your role:
Creating reactive planning for all service operations resources related to the workload of order realization and services delivery.
Delivering an effective and efficient planning in line with business objectives and obligations.
Acting as the single point of contact for exceptions and escalations of service orders for customers, consumers, and Field Service Employees in a professional manner (analysis, registration, communication, and timely escalation).
Identifying planning issues, applying effective solutions, and determining follow-up actions with minimum direction.
Participating in Daily Management.
Identifying patterns in issues/inquiries; promoting improved customer service through regular updates to knowledge management content.
Other duties and responsibilities as required.
You're the right fit if:
Bilingual capabilities in English and French; Excellent written and verbal communication skills
High School Education or equivalent is required. Bachelor’s Degree is preferred
2+ years of customer service or relevant industry related experience
Proficient in MS Office programs - Word, Excel, and Outlook. Experience in ServiceMax, Salesforce, SAP or other CRM/scheduling tool preferred
Shift time: Monday – Friday, 10AM – 6PM. Must be flexible based on business needs.
May be required to work overtime as per business needs
How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
This is a office-based role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.
Learn more about our business.
Discover our rich and exciting history.
Learn more about our purpose.
Learn more about our commitment to diversity and inclusion.
Pay Transparency Details
The annual pay range for this position is $42,000.00 to $64,000.00, plus overtime eligible.
This role also includes an annual incentive program, training, and advancement opportunities. The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.
In addition, other compensation, such as an annual incentive plan, field service incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, DC Pension, Flex Dollars (for HSA/PSA/RRSP), stock purchase plan, education reimbursement and much more. Details about our Canada benefits can be found here.
At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.
Additional Information
Canadian work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
This is a home-based position, but candidates need to live within a 2-hour commuting distance to Mississauga, ON, Canada.
Philips Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.