Planner - Customer Support

Job title: Planner - Customer Support Location: Nashville, TN Flexible to work varying shifts, including weekends (7AM-8PM) Role Overview Reactive Planner 2 is responsible for scheduling service operations by coordinating field service engineers, parts delivery, and equipment availability. The role focuses on building an efficient planning process while delivering exceptional customer service. Responsibilities include planning work orders, interacting with customers via phone/email, and collaborating with Service, Sales, and Production teams to resolve issues. Key Responsibilities Create medium- to long-term planning for service operations aligned with business objectives Act as the single point of contact for service order escalations and exceptions Analyze, document, communicate, and escalate service issues in a timely manner Identify planning issues and implement effective solutions with minimal supervision Recognize patterns in customer issues and update knowledge management content Coordinate with internal and external stakeholders to ensure timely service delivery Requirements & Skills Bachelor's degree preferred or equivalent experience 3+ years in customer service or planning roles Experience with ServiceMax, Salesforce, SAP, or similar tools preferred Proficiency in MS Office (Word, Excel, Outlook) Strong attention to detail and accuracy Excellent written and verbal communication skills Strong customer service and phone skills Ability to work in a fast-paced environment and adapt to changing priorities Strong organizational and interpersonal skills Ability to work independently and solve problems effectively