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Services Support Centre Resource Planner

Job Title

Job Description

We now have an exciting new permanent opportunity within Philips Healthcare based in our Farnborough office in Hampshire working in our busy Services Support Centre. We are seeking an exceptional individual to take the role of Services Support Centre Resource Planner.

You will be an excellent problem solver, working as a team to ensure you deliver the optimal solution in all instances, remaining calm under pressure whilst imparting total confidence with our customers.

Please note we are looking to conduct interviews in early August with a view to start in early September 2025.

Your role:

• Handling incoming calls for all modalities (including Ultrasound & Hospital Patient Monitoring)
• Incident planning & case management for all Philips managed modalities (including Scotland US, Philips HPM Field Service Engineers (FSE’s))
• Ensuring appropriate management of field capacity, to allow for correct scheduling by planning resource team for all Philips managed modalities (including Scotland US, Philips HPM FSE’s)
• Correctly prioritizing and rescheduling where required for all event types within a 48 hour timeframe.
• Assigning and dispatching of Field Services Engineers (FSE’s) based on the advice from an onsite technical helpdesk taking into consideration the FSE's location, workload and urgency of the situation.
• Management of Field Service Engineer (FSE’s) absence requests for all Philips managed modalities (including Scotland US, Philips HPM FSE’s)
• Coordinating orders of spare parts if required and keeping the customer and engineers informed at every stage (including material only parts orders)
• Ensuring customers are aware of the status of their call and the actions taking place.

You’re right for this role if:

• A motivated, proactive attitude with the desire to learn and capitalise on this opportunity to launch your career
• Resilient and confident character, with excellent problem-solving skills.
• Can work independently and as part of a team
• Prepared to take ownership of customer problems through to completion and remain calm in such situations
• Strong written and verbal communication skills
• Demonstrated commitment to satisfy customers, able to build trust and confidence.
• Ability to work as an individual and as part of a team.
• Ability to manage workloads and priorities. Good organizational skills
• Ability to work to pre-determined targets and timescales
• Strong basic IT skills (Microsoft suite)
• The ability to work well under pressure, and while managing a high volume of telephone calls.

You are part of the Service Support Centre in the Health Systems Business at Philips. You will report into the Customer Care Centre Manager directly.

This role is based in Farnborough, Hampshire with hybrid working (i.e. flexibility to work from home a 2 days a week once the initial training period is over)

Shift Patterns: 8.00am - 4.30pm / 9.00am – 5.30pm weekly rotation with a 11.30am – 8.00pm shift once a fortnight, and a Saturday or Sunday 8.00am – 4.30pm shift once every 6 weekends. Weekend and late shift work can be done from home.

From a competitive basic salary plus a shift allowance and a performance bonus to family friendly policies, flexible benefits and access to Philips University, a career at Philips comes with all sorts of wonderful benefits. Be sure to speak to your recruiter about all the benefits on offer.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here .

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 the lives of others.

• Learn more about our business here
• Discover our rich and exciting history here
• Learn more about our purpose here

About Philips UKI

In the UK, we are recognised as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment. We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability.

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.

For more information, read our Inclusion and Diversity Policy and, to know more about your Human Rights, we encourage you to view this report .

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About Us

At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life.

For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health.

Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.

It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism.

To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.