Service Operations Planner

Watson-Marlow Fluid Technology Solutions; Cheltenham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading fluid technology company in the United Kingdom is seeking a Service Operations Planner who will contribute to the growth of the Service department. Responsibilities include coordinating service delivery and managing contracts to exceed customer expectations. Candidates must demonstrate strong commercial awareness, excellent communication skills, and the ability to manage multiple demands effectively. The role offers a competitive salary and numerous benefits, fostering an inclusive working environment.

Benefits

Competitive salary

Flexible working

27 days holiday allowance

Comprehensive private healthcare

Enhanced pension plan

Life assurance

Volunteering leave

Free onsite parking

Qualifications

• Proven ability to manage resources effectively in a fast-paced environment.
• Ability to multi-task and effectively manage time.
• Confident and assertive individual who can handle customer interactions.

Responsibilities

• Coordinate the service contract delivery process from inquiry to supply.
• Schedule service visits using the service diary.
• Perform root cause analysis and recommend improvements.

Skills

Excellent commercial awareness & customer focus

Excellent communication skills

Ability to perform under pressure

Ability to work collaboratively

Strong attention to detail

Proven ability to achieve KPI’s & targets

Familiarity with scheduling workloads

Job description

Service Operations Planner

Role Overview

To positively contribute towards the continued growth and success of the Service department by helping to facilitate the service contract delivery process from enquiry through to supply and invoice, including managing our contracts to support exceeding our customers’ expectations. This entails coordinating the service & survey engineers in a designated area to ensure that you have efficiently managed this resource to support our customers’ needs whilst maximising the time on site.

• Use the service diary to schedule service visits and communicate to Service Engineers, liaising with the Field Service Executive and Senior Service Engineers (where appropriate).
• Record and monitor consumable and chemical usage throughout the course of the contract to ensure timely availability and payment, referring to the Services Specialists, as appropriate.
• Liaise closely with credit control and sales engineers to manage our activities, protecting our working relationship whilst pro‑actively managing risk.
• Liaise daily on further actions and reporting to the customer.
• Work with the Service Engineer to ensure they are clearly briefed and correct reporting is carried out.
• Undertake root cause analysis, recommending continuous improvement activities.
• Optimise the opportunities that your customer touches give you – asking the right questions and sharing, as appropriate.
• Co‑ordinate reactive customer visits, including 24‑hour priority response, commissioning, survey and audit requests.
• Ensure that you consistently follow business processes and make suggestions where you feel there are opportunities for the processes to be improved.

Qualifications

• Company Core Values at all times.
• Excellent commercial awareness & customer focus.
• Excellent communication skills (written & verbal).
• Ability to perform under pressure in an ever‑changing, fast‑pace environment.
• Ability to work collaboratively with other teams to achieve results.
• Ability to multi‑task and manage own time effectively.
• Strong attention to detail.
• Proven ability to achieve KPI’s & targets.
• Familiarity with scheduling workloads, balancing capacity and demand.
• Able to work under pressure and demonstrate excellent organisation skills.
• Confident, assertive and motivated individual.

About the Company

The Steam Thermal Solutions business is one of three businesses within Spirax Group. Spirax Sarco and Gestra, are our two brands that form Steam Thermal Solutions and are global leaders in the supply of engineered solutions for the design, provision and maintenance of efficient industrial and commercial steam systems. Steam Thermal Solutions has global coverage across 67 operating units (called OpCos), organised into four Divisions: EMEA, APAC, Americas, Gestra.

Spirax Group is a FTSE100 and FTSE4Good multi‑national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Benefits

You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days’ paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts portal. We also offer a range of additional support and benefits through our Everyone is Included Group Inclusion Plan, detailed below.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued – across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender‑neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause‑friendly workplace principles and more. Learn more at https://www.spiraxgroup.com/en/life-at-spirax/our-inclusive-group/our-inclusion-commitments.

We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form or notify our recruitment partners.