Service Personnel Planning Analyst

Language

• Intermediate English (preferred).

Core Behaviors

• Ownership & Attitude (make things happen / driven for results).
• Planning & Organization (ability to manage multiple priorities simultaneously).
• Communication Clarity (effective communication with customers and internal stakeholders).
• Negotiation Skills (ability to manage priorities and conflicting demands).
• Analytical Thinking (data-driven decision making).
• Customer Centricity (focus on customer satisfaction and service excellence).

About the Job

A great opportunity to work for an inclusive and diverse organization.

If you are looking for a role where you can coordinate people, resources, and service activities in a dynamic technical environment, we would like to hear from you.

Main Activities

As an Service Personnel Planning Analyst, you will be responsible for planning, coordinating, and monitoring field service personnel activities, ensuring efficient resource allocation, service execution, and customer satisfaction.

• Plan and organize offshore and onshore technical assistance activities, including service scheduling, resource allocation, safety documentation, and technical checklists.
• Coordinate personnel logistics, including mobilization, demobilization, transportation, accommodation, certifications, and technicians' documentation.
• Interface with customers, Field Service Engineers, HR, and service management teams to align demands and priorities.
• Monitor technical service activities from planning through execution and completion.
• Analyze Field Service Engineers' reports, ensuring quality standards and identifying deviations between planned and executed activities.
• Maintain and update information in Alfa Laval service management systems, including OneService, IB tools, and Movex.
• Manage labor bookings and workforce allocation according to customer requirements and resource availability.
• Own and actively manage the Service Backlog, identifying priorities, opportunities, risks, and process improvements.
• Negotiate service schedules with customers to optimize resource utilization and support urgent demands.
• Support the Service Team Manager with operational and administrative activities.
• Prepare operational performance analyses and recommendations based on service data and KPIs.
• Proactively ensure customer satisfaction through efficient planning and communication.

Who You Are

You are a highly organized professional with strong analytical capabilities and excellent communication skills.

You enjoy working with people, data, and operational planning, balancing customer expectations with business priorities. You are comfortable working under pressure and managing multiple demands simultaneously.

You work in line with Alfa Laval's values of Action, Interaction, and Satisfaction, always seeking continuous improvement and operational excellence.

Key Deliveries and Major Challenges

Key Deliveries

• Effective workforce planning and allocation.
• High Field Service Engineer utilization rates.
• Accurate backlog management and service forecasting.
• Reliable operational data and reporting.
• Strong customer satisfaction levels.
• Continuous improvement of planning processes.

Major Challenges

• Managing limited resource availability while maintaining customer commitments.
• Negotiating schedule changes and priority adjustments with customers.
• Balancing urgent service demands across multiple accounts.
• Analyzing large volumes of operational and service data.
• Ensuring efficient planning while maintaining high service quality standards.

Complementary Information

• Advanced Microsoft Excel is mandatory.
• Strong Data Analytics capability is required.
• Experience with Power BI is considered a strong differential.
• Knowledge of OneService, Movex, and service management systems is desirable.
• Position reports directly to the Service Operations Manager.