Service Planner

Rentokil PCI; Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

Rentokil PCI is seeking a Service Planner / Sr. Service Planner in Mumbai. The role focuses on planning, scheduling, and assigning technicians to maximize profitability and productivity, in collaboration with internal teams and external stakeholders.

You will gain proficiency with iCABS, SCP, and other systems while organizing daily, weekly, and monthly service plans, ensuring on-time visits and minimizing backlogs across the branch.

Qualifications

• Minimum graduation.
• 1 to 3 years of relevant experience managing a team.
• Basic computer skills for reporting and work management.
• Excellent communication with external customers and internal teams.
• Occasional travel within the division.

Responsibilities

• Handle internal software platforms (iCABS, SCP) and any new systems introduced.
• Organise schedule and plan all services for technicians daily, weekly and monthly.
• Priority-based planning for renewals, enquiries, call outs and complaints with on-time delivery.
• Liaise with Sales and Service to accommodate urgent visits and inform customers of changes.
• Address customer service complaints or STOP Services promptly.
• Manage service documentation and follow up on feedback with actions.
• Update service data from dockets, log cards, orders into business systems timely.
• Coordinate with IT for new users and device issues.
• Follow callout process to ensure tickets are raised before delivery of service.
• Review reports with OM, OE and BM, highlight backlog and weekly trends.
• Provide daily service compliance updates.
• Coordinate with Sales for slots and time adjustments for new scheduling.
• Be knowledgeable about safety policies and SRA requirements.

Tools

iCABS

SCP

Job description

Designation Service Planner / Sr. Service Planner

No. Of Positions- 4

Location - Dahisar, Kalyan, MiraRoad, Malad

About the Role:

• 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. This involves collaboration with the internal team and external stakeholders.

Job Responsibilities:

• To know and develop proficiency in handling internal company software platforms, ie. iCABS, SCP and any other systems that may be introduced.
• Organisation of schedule and planning of all services (including contracts, jobbing, call outs,etc.) requirements on a daily, weekly and monthly basis for all technicians within the branch.
• 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."
• Liaise with the Sales and Service team to best accommodate urgent service visit appointments and communicate changes to affected customers timely.
• Ensure customer service-related complaints or termination notifications/STOP Services are attended to effectively and promptly.
• Manage service documentation and ensure all customer/technicians feedback are followed up with actions
• Ensure all service data from dockets, log cards, service orders and other sources is updated accurately into business systems in timely manner.
• Coordinate with the IT team for new users, device issues etc.
• Follow callout process so as to ensure that the complaints are delivered only after raising the ticket
• Review service reports with OM, OE and BM and highlight areas of concern critical backlog and weekly trend to manager.
• Reviews and provides service compliance updates daily.
• Coordinate with Sales for any available slots, time adjustment for new sales scheduling
• Expected to be knowledgeable about company safety policies and safety (SRA)requirements on the job, be able to read and understand company policies

Key Result Areas:

• On time service planning with ZERO pending services every month
• Monitoring SCP active devices & Usage on weekly basis
• Minimum expectancy on SCP active device(100%) & usage >95%
• Achieving progressive improvement in State of Service (SOS) and meet SOS targets assigned by the branch
• Minimizing service backlog (meet our contractual obligation

Educational Qualification / Other Requirement:

• Minimum graduation with 1 to 3 years of relevant experience of managing team
• Basic computer skills - for reporting/work management (Advanced computer skills would be an added advantage)
• Communication - speaking on phone to external customers & internally with technicians, other Operations colleagues.
• Occasional Travel required within the Division