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About the role:

You will focus on delivering excellent service support expertise to our customers, creating experience without equal every day.

This role requires high touch interaction with customers and is responsible for the planning and scheduling of long-term Field Service Engineers activity, Preventive Maintenance and Field Change Orders as per contractual and regulatory requirements.

The role works collaboratively with District Service teams to remove barriers and facilitate an exceptional and consistent experience to our customer.

You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support business operations. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.

Key Responsibilities for Resource Planner/Workforce Analyst:

• Delivers weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan

• Delivers optimal schedule coverage for the network and works with BI to create the needed mechanisms to report adherence

• Delivers skilling plans by site that are needed to ensure network service coverage

• Plans and manages network wide flex skilling initiatives to help fill capacity gaps and mitigate risks to global operations

• Proactively monitors network performance and develops the needed paths to green when operations deviates from plan, coordinates with Site Leads on appropriate correction plans, and tracks adherence to plan

• Consults with Service Support Owners and Ops Managers on testing and validation of Capacity Planning input assumptions

• Provides best practices and necessary guidance on scheduling non-casework time for engineers in order to maintain appropriate levels of service coverage

• Delivers site and profile level holiday scheduling plans

• Acts as link between Global Biz Ops and the business to continually provide feedback on how to align our planning process to reality

Requirements:

• Bachelor's Degree in a business, quantitative field (engineering, economics, math, and statistics), or equivalent experience

• 5+ years of experience in a demand driven customer support operations environment

• 5+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning

• 1+ years of experience building and analyzing models using various statistical tools for forecasting and optimization

• 3 + year of experience working with various BI reporting software: tableau, MicroStrategy, Power BI, or other related BI reporting tools

Preferred skills:

• Master's degree in a quantitative field (engineering, economics, math, or statistics), business, or equivalent experience

• Ability to communicate effectively (written and verbal)

• Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long lasting initiatives

• Possess the strong analytical and critical thinking skills

• Must be a self-starter, able to manage multiple tasks and projects simultaneously

• Experience owning deliverables end to end

• Ability to prioritize workload effectively

• Work well under pressure to meet ongoing and overlapping deadlines within short time constraints

• Must be flexible, detail-oriented, and comfortable in a fast paced environment

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog . Once there,you can also learn about our recruitment process , or find answers to some of the frequently asked questions .