Service Planner

Rentokil PCI is the leading pest control service provider in India A Rentokil Initial brand RentokilPCI was formed in 2017 through a joint venture JV between Pest Control India the number onepest control company in India and Rentokil the world s leading pest control brand Rentokil PCIaims to set new standards for customer service having operations across 300 locations in India For more details About the Role xe2x97x8f Service Planner is an important anchor person in the branch who is accountable forplanning scheduling assigning managing technicians time to maximize profitability andproductivity The person will report to the AOM OM Assistant Branch Manager BranchManager The incumbent will have to work as part of a multi-functional team and thisinvolves collaboration with the internal team and external stakeholders Job Responsibilities xe2x97x8f To know and develop proficiency in handling internal company software platforms ie iCABS SCP and any other systems that may be introduced xe2x97x8f Must have a good knowledge of the branch territory xe2x97x8f To ensure that the Service Companion usage is maximised for all the service deliveries should be always above 95 xe2x97x8f 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 thebranchxe2x97x8f To ensure that all the service companion devices are active and in use All the devicesshould be active 100 at any given point of timexe2x97x8f 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 planningxe2x97x8f Liaise with the Sales and Service team to best accommodate urgent service visitappointments and communicate changes to affected customers timely xe2x97x8f Ensure customer service-related complaints or termination notifications STOP Services areattended to effectively and promptly xe2x97x8f Manage service documentation and ensure all customer technician s feedback are followedup with actionsxe2x97x8f Enter correct error free consumption data and TOS in the SCP to ensure command centreaccount profitability reflects correct data customer wise xe2x97x8f Ensure all service data from dockets log cards service orders and other sources is updatedaccurately into business systems in timely mannerxe2x97x8f Coordinate with the IT team for new users device issues etc xe2x97x8f Supports business transition from paper-based to system and digital-based planning visitdocuments whilst upholding documentation integrity ollow callout process so as to ensure that the complaints are delivered only after raisingthe ticketxe2x97x8f Review service reports with OM OE and BM and highlight areas of concern - critical backlogand weekly trend to manager xe2x97x8f Reviews and provides service compliance updates daily xe2x97x8f Assist help AOM OM Assistant Branch Manager Branch Manager in monitoringTechnician service productivity and efficiency related KPIsxe2x97x8f Maintain positive working relationship and effective communication with Sales ServiceColleagues Supervisor Technician Operations staff for any service related issues Coordinate with Sales for any available slots time adjustment for new sales schedulingxe2x97x8f Work with branch management to correct service areas distributed across the businessbased on annual revenue from areas time on site travel time routine requirementsxe2x97x8f Utilise the Route technicians for jobbing only after the route technicians routine servicesare deliveredxe2x97x8f Expected to be knowledgeable about company safety policies and safety SRA requirements on the job be able to read and understand company policiesxe2x97x8f Any unresolved issues should be quickly elevated to the next level of management forprompt resolutionxe2x97x8f Any other similar duties as and when specified by the managerREPORTINGxe2x97x8f Daily weekly monthly SOS State of Service for Branch Residential GSS SOS should alsobe the priorityxe2x97x8f Weekly reporting of pending jobs ageing profiles to ABM BMxe2x97x8f Monthly reporting of technician wise trends xe2x97x8f Maintain State of Service and productivity data per technicianxe2x97x8f Maintain visibility on complaints received and report on all call outs critical incidentsreceived from branch xe2x97x8f Annual Leave planning of techniciansxe2x97x8f Ensure that each technician service productivity is achieved as per set targetsRequirements Key Result Areas xe2x97x8f On time service planning with ZERO pending services every monthxe2x97x8f Monitoring SCP active devices Usage on weekly basisxe2x97x8f Minimum expectancy on SCP active device 100 usage 95 xe2x97x8f Achieving progressive improvement in State of Service SOS and meet SOS targets assignedby the branchxe2x97x8f Minimizing service backlog meet our contractual obligations Competencies Skills essential to the role xe2x97x8f Be decisivexe2x97x8f Attention to details and accuracyxe2x97x8f Planning organizingxe2x97x8f Analytical skillsxe2x97x8f Customer orientedxe2x97x8f Negotiation skillsxe2x97x8f Ability to work patiently in a dynamic service environmentEducational Qualification Other Requirement xe2x97x8f Minimum graduation with 1 to 3 years of relevant experience of managing teamxe2x97x8f Basic computer skills - for reporting work management Advanced computer skills wouldbe an added advantage xe2x97x8f Communication - speaking on phone to external customers internally with technicians other Operations colleagues xe2x97x8f Knowledge of territory which is handled for planningxe2x97x8f Occasional Travel required within the Divisionxe2x97x8f Liaise with the Operations Manager Operations Executive Service Supervisors to establishservice requirements and provide information assurance and advice as requiredxe2x97x8f Communicate all service issues in a timely manner to the ABM BM Operations ManagerRole Type Key working relationships xe2x97x8f Individual contributor rolexe2x97x8f External- Customers and customer representativesxe2x97x8f Internal - Sales Operations Business support functionsBenefits What can you expect from RPCIxe2x9ex94 Our values lie at the core of our mission and vision We believe that it s our people whomake our company what it is We believe in xe2x97x8f Safetyxe2x97x8f Integrityxe2x97x8f Innovationxe2x97x8f Learning Developmentxe2x97x8f Open Transparentxe2x97x8f Performance OrientationDEI statement At RPCI we believe in commitment to build an inclusive varied workplacewelcoming to people of all backgrounds