Service Planner, CSO

Role overview

As Service Planner, CSO, you will be responsible for improving customer satisfaction by ensuring service jobs are assigned and responded to promptly. You will report to the Operations Manager, CSO.

Key duties

• Handle incoming customer calls and arrange internal as well as external service orders.
• Act as the communication bridge between service teams and customers by sharing regular progress updates on ongoing work.
• Reduce work-in-progress by making sure jobs are completed and closed within the expected time.
• Manage a two-month forward schedule for service activities and ensure parts are ordered in advance.
• Coordinate and schedule service assignments for FSEs, with parts prepared ahead of time.
• Review Smart Link and MAM2 leads each week and guide customers on preventive maintenance due dates.
• Keep customers informed about the status of their orders on a regular basis.
• Ensure planned service visits happen on schedule and that customers are kept informed.
• Track recommendations from FSEs and suggest improvements to customers when needed.
• Notify customers of corrective actions required to keep equipment operating reliably.
• Make sure FSEs work in safe conditions and help build a culture of reporting incidents and accidents in TIA.
• Confirm that FSEs record their working hours accurately.
• Plan FSE leave in advance and maintain availability for service delivery.
• Support service contract management together with the aftermarket sales team.
• Assist installed base specialists with installed base management.
• Work with the logistics team on inventory management.

Experience and qualifications

You should have 3 to 5 years of experience in a Service Planner role or a similar position.

• An undergraduate degree in an engineering-related or business-related field.
• Strong communication, coordination, and people skills.
• Good computer literacy, including MS Office, PowerBI, and CRM tools.
• A valid driving licence.

What you can expect

• A workplace built on trust and accountability.
• Opportunities for continuous learning and career advancement.
• A culture driven by innovation and people.
• Competitive pay and a comprehensive benefits package.
• Support for health and overall well-being.

Work location

This position is based on-site at the Nairobi, Kenya office, with in-person collaboration as part of a fast-moving team.

About the team

Behind meaningful innovation are people who collaborate to shape the future. If you are curious, proactive, and eager to keep learning, this could be the right environment for you.