Service Planner

1 month ago

Chennai, Tamil Nadu, India Rentokil Initial Full time
About Rentokil PCI

Rentokil PCI is a leading pest control service provider in India, part of the Rentokil Initial brand. Our company was formed in 2017 through a joint venture between Pest Control India and Rentokil, the world's leading pest control brand. We aim to set new standards for customer service with operations across 250 locations in India.

Key Responsibilities
  • Develop proficiency in handling internal company software platforms, including iCABS and ServiceTrak.
  • Organize schedules and plan service requirements for all technicians within the branch on a daily, weekly, and monthly basis.
  • Prioritize due-for-renewal visits, enquiries, call-outs, and complaints.
  • Liaise with Sales and Service teams to accommodate urgent service visit appointments and communicate changes to affected customers.
  • Ensure customer service-related complaints or termination notifications are addressed effectively and promptly.
  • Manage service documentation and follow up on customer/technician feedback.
  • Update service data from dockets, log cards, service orders, and other sources into business systems in a timely manner.
  • Support the transition from paper-based to system and digital-based planning, visit documents, while maintaining documentation integrity.
  • Review service reports with OE and BM, highlighting areas of concern, critical backlog, and weekly trends.
  • Review and provide service compliance updates daily.
  • Assist the 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, Operations staff for service-related issues.
  • Work with branch management to correct service areas distributed across the business based on annual revenue, time on site, travel time, and routine requirements.
  • Be knowledgeable about company safety policies and safety (SRA) requirements on the job.
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 (meeting contractual obligations).
Requirements
  • Decisiveness.
  • Attention to detail and accuracy.
  • Planning and organizing.
  • Analytical skills.
  • Customer orientation.
  • Negotiation skills (an added advantage).
  • Ability to work patiently in a dynamic service environment.
Education and Other Requirements
  • Minimum graduation with 1 to 3 years of relevant experience in managing a team.
  • Basic computer skills for reporting and work management (advanced computer skills an added advantage).
  • Communication skills, including speaking on the phone to external customers and internally with technicians and other Operations colleagues.
  • Knowledge of the territory handled for planning.
  • Liaising with the Operations Manager, Operations Executive, Junior Operations Coordinator, Local Service Supervisors to establish service requirements and provide information, assurance, and advice as required.
  • Communicating all service issues in a timely manner to the ABM/BM, Operations Manager.

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