Organization/Department: Support Operations Center (SOC)
Reports To: Technical Support Manager
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
Source’s relentless goal is to provide world-class support to customers & partners by creating client value. Success requires responsiveness, courtesy, disciplined self-direction, ability to effectively multi-task, follow-through, clear communication and skill to manage customer situations often under tight deadlines. Expect regular interaction with customers, team members and others. Focus is to resolve issues swiftly, professionally and with a keen sense of quality and the customer experience.
Source supports a broad, diverse set of customers. Project Planners are responsible for planning and scheduling Source Field Engineers (FE) for various partners and project worldwide and gathering/ analyzing information reporting. Ensures the assignment of FE scheduling for onsite work by following a defined case process. May also evaluates current procedures and recommend changes to improve the efficiency of planning and scheduling of FE’s. Tracks costs using work orders and invoices. Documents work orders for FE’s via various external platforms and updates Salesforce CRM system. Monitors schedule compliance levels and identifies reasons for completion shortfalls. Works on projects/matters of limited complexity in a support role. Typically requires 0-2 years of related experience and expected to strive for continuous improvement individually and as a team.
3505 Newpoint Place
Lawrenceville, GA 30043