Service Planner - Thane (East)

Rentokil Initial; Thane; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Group Mediclaim Insurance Policy

Travel Reimbursement

Job summary

Rentokil Initial is seeking a Service Planner in Thane, Maharashtra. This role involves organizing service schedules, managing team performance, and ensuring compliance with service standards. Candidates should have at least a graduation degree and 1 to 3 years of relevant experience. Strong analytical and customer-oriented skills are crucial, along with a basic proficiency in computer systems. The position offers benefits including group mediclaim insurance and travel reimbursement.

Qualifications

• Minimum graduation with 1 to 3 years of relevant experience in managing a team.
• Knowledge of the territory handled for planning.
• Good communication skills for internal and external interactions.

Responsibilities

• Organize and plan service schedules for technicians.
• Manage service documentation and follow up on feedback.
• Liaise with Sales and Service teams for urgent service appointments.

Skills

Proficiency in internal software platforms

Planning & organizing

Analytical skills

Customer oriented

Negotiation skills

Education

Minimum graduation

1-3 years of relevant experience

Tools

Basic computer skills

Job description

General Duties & Responsibilities

• To know and develop proficiency in handling internal company software platforms 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 a 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 meeting SOS targets assigned by the branch
• Minimizing service backlog (meet our contractual obligations)

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. They also place emphasis on workplace diversity. They 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.