Service Planner - Thane

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

Benefits offered by this job

Group Mediclaim Insurance Policy

Travel Reimbursement

Job summary

Rentokil Initial is seeking a Service Coordinator in Thane, Maharashtra to oversee daily service operations and ensure effective communication between departments. You will manage schedules, address customer complaints, and support the Assistant Branch Manager in monitoring service productivity.

The ideal candidate will have a minimum graduation and relevant experience in team management. Benefits include Group Mediclaim Insurance and Travel Reimbursement.

Qualifications

• 1 to 3 years of relevant experience managing a team.
• Communication skills for internal and external interactions.
• Knowledge of the territory for planning.
• Occasional travel within the Division.

Responsibilities

• Organise daily, weekly, and monthly service schedules.
• Manage service documentation and update service data accurately.
• Coordinate with Sales for scheduling service appointments.
• Address service-related complaints promptly.

Skills

Decisiveness

Attention to detail and accuracy

Planning & organising

Analytical skills

Customer orientation

Negotiation skills

Patience in a dynamic service environment

Education

Minimum graduation

Tools

Basic computer skills

Advanced computer skills

Job description

General Duties & Responsibilities

• Know and develop proficiency in handling internal company software platforms, such as iCABS, ServiceTrak and others introduced.
• Organise the schedule and plan all service (including contracts, jobbing, call outs, etc.) requirements on a daily, weekly and monthly basis for all technicians within the branch.
• Plan priorities for all renewals visits, enquiries, call outs and complaints.
• Liaise with Sales and Service teams to accommodate urgent service visit appointments and communicate changes to affected customers in a timely manner.
• Ensure customer‑service related complaints or termination notifications are addressed effectively and promptly.
• Manage service documentation and ensure all customer/technician feedback is followed up with actions.
• Update all service data from dockets, log cards, service orders and other sources into business systems accurately and in a timely manner.
• Support the business transition from paper‑based to system‑ and digital‑based planning and visit documents, whilst upholding documentation integrity.
• Review service reports with OE and BM, highlight backlog and weekly trends to manager.
• Provide daily service compliance updates.
• Assist & help Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency related KPIs.
• Maintain positive working relationships and effective communication with Sales & Service colleagues, supervisors, technicians and operations staff for any service‑related issues; coordinate with Sales for available slots and time adjustments 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.
• Be knowledgeable about company safety policies and safety (SRA) requirements, read and understand company policies.
• Quickly elevate any unresolved issues to the next level of management for prompt resolution.
• Perform any other similar duties as specified by the manager.

Key Deliverables

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

Core Competencies

• Decisiveness.
• Attention to detail and accuracy.
• Planning & organising.
• Analytical skills.
• Customer orientation.
• Negotiation skills (added advantage).
• Patience in a dynamic service environment.

Educational / Other Requirements

• Minimum graduation with 1 to 3 years of relevant experience managing a team.
• Basic computer skills for reporting/work management (advanced computer skills an added advantage).
• Communication – speaking on phone to external customers & internally with technicians and other operations colleagues.
• Knowledge of the territory handled for planning.
• Occasional travel within the Division.
• Liaise with Operations Manager, Operations Executive, Junior Operations Coordinator, Local Service Supervisors to establish service requirements and provide information, assurance and advice.
• 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.