Service Planner

Company: Felder Group USA
Department: Service
Team: Service Operations & Planning
Reports To: Service Operations Team Lead
Location: New Castle, Delaware (Felder Group USA Headquarters)
Position Type: In-Office | Monday–Friday, 8:00 AM–5:00 PM | Hourly

About Felder Group USA

Felder Group USA is a leader in high-precision woodworking machinery, providing world-class equipment, technical support, and service to customers across North America. We pride ourselves on delivering exceptional service through efficient scheduling, organized operations, and strong customer communication.

Position Summary

The Service Planner is responsible for managing daily and weekly schedules for field service technicians while supporting the Service Department through administrative and customer-facing tasks. This role requires exceptional organization, attention to detail, and the ability to coordinate technicians, customers, and resources in a fast-paced environment.

Key Responsibilities

Scheduling & Coordination

• Create, maintain, and adjust technician schedules based on availability, skillset, geographic location, and job priority.
• Coordinate customer appointments, confirm service details, and communicate technician arrival times.
• Monitor open work orders and ensure timely follow-up and completion of tasks.
• Communicate real-time schedule changes to customers and technicians.

Administrative & Operational Support

• Create, send, and follow up on service quotes for customers; obtain approvals before scheduling work requiring authorization.
• Book travel arrangements for technicians, including flights, rental cars, and lodging as needed.
• Receive, review, and process technician service reports to ensure accuracy and completeness.
• Enter service information, updates, and scheduling changes into the company CRM/ERP system promptly.
• Support the Service Operations Team Lead and other Service Planners with workflow optimization and resource planning.
• Provide exceptional customer service via phone and email.

Qualifications

Required:

• Experience in scheduling, dispatching, administrative support, or service coordination.
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office (Outlook, Excel, Word).
• Ability to work full-time in the New Castle, DE office.
• High School Diploma or GED

Preferred:

• Experience with field service operations or technician scheduling.
• Experience in mechanical, technical, or service-industry environments.
• Associate degree, Bachelor's Degree, or college coursework/credits

Core Competencies

• Attention to detail
• Customer-focused communication
• Problem-solving and adaptability
• Reliability and punctuality
• Ability to work independently and as part of a team

Benefits

Felder Group USA offers a comprehensive benefits package, including:

• Health insurance
• Dental and vision coverage
• Retirement plan
• Paid vacation and sick time

Work Schedule & Compensation

• Hours: Monday–Friday, 8:00 AM–5:00 PM
• Location: In-office, New Castle, Delaware
• Compensation: Hourly (based on experience)