Service Planner - Santacruz

Rentokil Initial; Mumbai; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Group Mediclaim Insurance Policy

Travel Reimbursement

Job summary

Rentokil Initial in Mumbai is looking for a qualified candidate to manage service planning and organization for technicians. You will ensure timely and efficient service delivery, maintaining excellent communication with both internal and external stakeholders.

The ideal candidate should have a minimum graduation degree and 1 to 3 years of relevant management experience. A strong focus on customer service, attention to detail, and analytical skills are essential for success in this role.

Benefits include Group Mediclaim Insurance and Travel Reimbursement.

Qualifications

• Minimum 1 to 3 years of relevant experience managing a team.
• Advanced computer skills are an added advantage.
• Excellent communication skills for internal and external interactions.
• Knowledge of the territory required for planning.
• Willingness to travel occasionally within the Division.

Responsibilities

• Organize and plan all service requirements for technicians.
• Ensure timely updates of service data into business systems.
• Monitor service productivity and efficiency related KPIs.
• Maintain communication with Operations and Sales teams.
• Elevate unresolved issues to management for resolution.

Skills

Decisiveness

Attention to details

Planning & organizing

Analytical skills

Customer orientation

Negotiation skills

Ability to work in a dynamic service environment

Education

Minimum graduation

Tools

Basic computer skills

Job description

General Duties & Responsibilities

• To know and develop proficiency in handling internal company software platforms ie iCABS, ServiceTrak and any other systems that may be introduced.
• 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.
• Priority-wise planning of all due for Renewals visits, enquiries, call outs and complaints.
• Liaise with 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 are attended to effectively and promptly.

Manage service documentation and ensure all customer/technician's 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.
• Supports business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity.
• Review service report with OE and BM and highlight areas of concern - critical backlog and weekly trend to manager.
• Reviews and provides service compliance updates daily.
• Assist & help Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency related KPIs.
• 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.
• 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.
• Expected to be knowledgeable about company safety policies and safety (SRA) requirements on the job, be able to read and understand company policies.
• Any unresolved issues should be quickly elevated to the next level of management for prompt resolution.
• Any other similar duties as and when specified by the manager.

Key Deliverables

• On time service planning.
• Achieving progressive improvement in State of Service (SOS) and meet SOS targets assigned by the branch.
• Minimizing service backlog (meet our contractual obligations).

Requirements

Core Competencies

• Be decisive.
• Attention to details and accuracy.
• Planning & organizing.
• Analytical skills.
• Customer oriented.
• Negotiation skills would be an added advantage.
• Ability to work patiently in a dynamic service environment.

Educational / Other Requirements

• 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.
• Knowledge of territory which is handled for planning.
• Occasional Travel required within the Division.
• Liaise with the Operations Manager, Operations Executive, Junior Operations Coordinator, Local Service Supervisors to establish service requirements and provide information, assurance and advice as required.
• Communicate all service issues in a timely manner to the ABM/BM, Operations Manager.

Benefits

• Group Mediclaim Insurance Policy.
• Travel Reimbursement.

Equal Opportunities

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.