Service Planner - Sanpada
LocationMumbai, Maharashtra, India
Work modeon-site
Typefull-time
SeniorityEntry
DepartmentASIA & MENAT
Company size10,000+ people
PostedSep 25, 2024 · 2y ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Graduate Freshers with Good English Communication
Basic computer skills for reporting/work management
Communication - speaking on phone to external customers & internally
Knowledge of territory which is handled for planning
Proficiency in handling internal company software platforms ie. iCABS, SCP
Good knowledge of the branch territory
Ensure Service Companion usage is maximised & above 95%
Organisation of schedule and planning all service requirements daily/weekly/monthly
Ensure all service companion devices active 100%
Priority-wise planning of due for Renewals visits, enquiries, call outs, complaints
Liaise with Sales and Service team to accommodate urgent visits
Ensure customer service complaints attended effectively
Manage service documentation and follow up on feedback
Enter correct consumption data and TOS in SCP
Update service data from dockets, log cards etc. accurately and timely
Coordinate with IT team for new users, device issues
Support business transition to digital planning
Follow callout process so complaints delivered only after raising ticket
Review service reports with OM, OE, BM and highlight concerns
Provide service compliance updates daily
Assist management in monitoring technician productivity KPIs
Maintain positive working relationship with Sales & Service colleagues
Work with branch management to correct service areas based on revenue
Utilise Route technicians for jobbing only after routine services delivered
Knowledgeable about company safety policies and SRA requirements
Any unresolved issues quickly elevated to management
Daily, weekly & monthly SOS reporting
Weekly reporting of pending jobs, ageing profiles
Monthly reporting of technician wise trends
Maintain State of Service and productivity data per technician
Maintain visibility on complaints and report call outs
Annual Leave planning of technicians
Ensure each technician service productivity achieved as per set targets
Graduation with 1 years of relevant experience
Advanced computer skills
Occasional Travel required within the Division
Any other similar duties as specified by manager
Skills
iCABS
SCP
Service Companion
Benefits
Learning and development
Performance based incentives
About Rentokil PCI
Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI aims to set new standards for customer service having operations across 300 locations in India.
For more details: https://www.rentokil-pestcontrolindia.com
About the Role:
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“Service Planner is an important anchor person in the branch who is accountable for planning, scheduling, assigning, managing technicians time to maximize profitability and productivity. The person will report to the AOM/OM / Assistant Branch Manager/Branch Manager. The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders.”
Job Responsibilities:
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To know and develop proficiency in handling internal company software platforms, ie. iCABS, SCP and any other systems that may be introduced.
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Must have a good knowledge of the branch territory.
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To ensure that the Service Companion usage is maximised for all the service deliveries & should be always above 95%
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Organisation of schedule and planning of all service (including contracts, jobbing, call outs, etc.) requirements on a daily, weekly and monthly basis for all technicians within the branch
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To ensure that all the service companion devices are active and in use. All the devices should be active 100% at any given point of time
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Priority-wise planning of all due for Renewals visits, enquiries, call outs and complaints. Pending visits should be negligible (Service backlogs). Emphasis on "On Time planning”
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Liaise with the Sales and Service team to best accommodate urgent service visit appointments and communicate changes to affected customers timely.
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Ensure customer service-related complaints or termination notifications/STOP Services are attended to effectively and promptly.
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Manage service documentation and ensure all customer/technician’s feedback are followed up with actions
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Enter correct (error free) consumption data and TOS in the SCP to ensure command centre account profitability reflects correct data customer wise.
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Ensure all service data from dockets, log cards, service orders and other sources is updated accurately into business systems in timely manner
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Coordinate with the IT team for new users, device issues etc.
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Supports business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity.
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Follow callout process so as to ensure that the complaints are delivered only after raising the ticket
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Review service reports with OM, OE and BM and highlight areas of concern – critical backlog and weekly trend to manager.
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Reviews and provides service compliance updates daily.
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Assist & help AOM / OM / Assistant Branch Manager / Branch Manager in monitoring Technician service productivity and efficiency related KPIs
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Maintain positive working relationship and effective communication with Sales & Service Colleagues, Supervisor, Technician, Operations staff for any service related issues. Coordinate with Sales for any available slots, time adjustment for new sales scheduling
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Work with branch management to correct service areas distributed across the business based on annual revenue from areas, time on site, travel time & routine requirements
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Utilise the Route technicians for jobbing only after the route technicians routine services are delivered
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Expected to be knowledgeable about company safety policies and safety (SRA) requirements on the job, be able to read and understand company policies
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Any unresolved issues should be quickly elevated to the next level of management for prompt resolution
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Any other similar duties as and when specified by the manager
REPORTING
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Daily, weekly & monthly (SOS) State of Service for Branch. Residential GSS SOS should also be the priority
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Weekly reporting of pending jobs, ageing profiles to ABM/BM
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Monthly reporting of technician wise trends.
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Maintain State of Service and productivity data per technician
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Maintain visibility on complaints received and report on all call outs / critical incidents received from branch.
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Annual Leave planning of technicians
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Ensure that each technician service productivity is achieved as per set targets
Requirements
Educational Qualification / Other Requirement:
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Graduate Freshers with Good English Communication can apply
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Graduation with 1 years of relevant experience are Preferred
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Basic computer skills - for reporting/work management (Advanced computer skills would be an added advantage)
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Communication - speaking on phone to external customers & internally with technicians, other Operations colleagues.
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Knowledge of territory which is handled for planning
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Occasional Travel required within the Division
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Liaise with the Operations Manager, Operations Executive, Service Supervisors to establish service requirements and provide information, assurance and advice as required
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Communicate all service issues in a timely manner to the ABM/BM, Operations Manager
Benefits
What can you expect from RPCI?
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Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:
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Safety
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Integrity
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Innovation
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Learning & Development
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Open & Transparent
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Performance Orientation
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Performance bases incentives
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.