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Service Planner - Bangalore East

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Rentokil Initial

9d ago

  • Job
    Full-time
    Junior & Mid Level
  • Quick Apply

AI generated summary

  • You need a degree, 1-3 years managing a team, basic computer skills, good communication, territory knowledge, and occasional travel. Timely issue reporting to management is essential.
  • You will manage service scheduling, ensure tech tool usage, handle customer complaints, oversee documentation, track productivity, and coordinate with teams to optimize service efficiency and reporting.

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, 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

Responsibilities

  • To know and develop proficiency in handling internal company software platforms, ie. iCABS, SCP and any other systems that may be introduced.
  • Must have a good knowledge of the branch territory.
  • To ensure that the Service Companion usage is maximised for all the service deliveries & should be always above 95%
  • 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
  • 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
  • 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/technician’s feedback are followed up with actions
  • Enter correct (error free) consumption data and TOS in the SCP to ensure command centre account profitability reflects correct data customer wise.
  • 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.
  • Supports business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity
  • 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.
  • Assist & help AOM / OM / Assistant Branch Manager / Branch Manager in monitoring Technician 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
  • Utilise the Route technicians for jobbing only after the route technicians routine services are delivered
  • 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
  • Daily, weekly & monthly (SOS) State of Service for Branch. Residential GSS SOS should also be the priority
  • Weekly reporting of pending jobs, ageing profiles to ABM/BM
  • Monthly reporting of technician wise trends.
  • Maintain State of Service and productivity data per technician
  • Maintain visibility on complaints received and report on all call outs / critical incidents received from branch.
  • Annual Leave planning of technicians
  • Ensure that each technician service productivity is achieved as per set targets

FAQs

What is the role of a Service Planner at Rentokil PCI?

The Service Planner is responsible for planning, scheduling, assigning, and managing technicians' time to maximize profitability and productivity within the branch.

What qualifications are required for this position?

A minimum of a graduation degree with 1 to 3 years of relevant experience in managing a team is required.

Is prior experience with specific software necessary for this role?

Yes, proficiency in handling internal company software platforms, such as iCABS and SCP, is necessary.

What skills are essential for a Service Planner?

Essential skills include decisiveness, attention to detail, planning and organizing, analytical skills, customer orientation, negotiation skills, and the ability to work patiently in a dynamic service environment.

Who does the Service Planner report to?

The Service Planner reports to the Assistant Operations Manager (AOM), Operations Manager (OM), Assistant Branch Manager, or Branch Manager.

What are the key responsibilities of a Service Planner?

Key responsibilities include organizing schedules, managing service documentation, ensuring active and effective use of service devices, coordinating with sales and service teams, and minimizing service backlogs.

What is the expected service delivery standard for the Service Planner?

The expectation is to achieve on-time service planning with zero pending services every month.

Will there be any travel required in this position?

Yes, occasional travel is required within the division for liaising and service-related tasks.

What kind of reporting is required from the Service Planner?

The Service Planner is expected to provide daily, weekly, and monthly reports on State of Service (SOS) for the branch, pending jobs, and technician-wise trends.

How does Rentokil PCI view inclusivity in the workplace?

Rentokil PCI is committed to building an inclusive and varied workplace that welcomes people of all backgrounds.

Are there any specific performance targets for the Service Planner role?

Yes, the Service Planner is required to monitor service data and ensure target achievements concerning State of Service and other key performance indicators.

What is the importance of customer service in this role?

Ensuring effective and prompt responses to customer service-related complaints and requests is a critical aspect of the Service Planner's role.

What benefits can employees expect from working at Rentokil PCI?

Employees can expect a company culture centered around safety, integrity, innovation, continuous learning and development, and transparency.

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Rentokil Initial

Global leaders in Pest Control, Hygiene, Plants & Scenting services

Retail & Consumer Goods
Industry
10,001+
Employees
1925
Founded Year

Mission & Purpose

Rentokil Initial plc employs 44,500 people across 83 countries - offering the experience and expertise of a multi-national organisation, whilst delivering services with the agility and characteristics of a local business. As world leaders in Pest Control and Hygiene & Well-being services, we deliver services that protect people and enhance lives, to commercial and private customers worldwide. Rentokil Initial plc is listed on the London Stock Exchange (FTSE 50).