Service Delivery Coordinator

1 week ago


Mumbai, Maharashtra, India Rentokil Initial Full time
About the Role

The Service Planner position plays a vital role in the branch, overseeing planning, scheduling, and technician time management to maximize profitability and productivity. This role reports directly to the Assistant Operations Manager/Operations Manager/Branch Manager and requires collaboration with the internal team and external stakeholders.

Key Responsibilities:
  • Develop proficiency in handling internal company software platforms, including iCABS and SCP, to ensure seamless service delivery.
  • Maintain a thorough understanding of the branch territory to optimize service planning.
  • Maximize Service Companion usage for all service deliveries, aiming for a usage rate above 95%.
  • Coordinate daily, weekly, and monthly service requirements for all technicians within the branch.
  • Ensure all Service Companion devices are active and in use, with 100% device activation at all times.
  • Prioritize due visits, enquiries, call outs, and complaints, aiming for negligible service backlogs.
  • Liaise with the Sales and Service team to accommodate urgent service visits and communicate changes to affected customers.
  • Address customer service-related complaints and termination notifications/STOP Services promptly.
  • Manage service documentation, following up on customer and technician feedback with actions.
  • Enter accurate consumption data and TOS in SCP to ensure command centre account profitability reflects correct data customer-wise.
  • Update service data from dockets, log cards, service orders, and other sources into business systems in a timely manner.
  • Coordinate with the IT team for new users, device issues, and other technical matters.
  • Support the transition from paper-based to digital-based planning, visit documents, while maintaining documentation integrity.
  • Adhere to the callout process to ensure timely delivery of complaints.
  • Review service reports with OM, OE, and BM, highlighting areas of concern, including critical backlog and weekly trends.
  • Provide daily service compliance updates.
  • Assist branch management in monitoring technician service productivity and efficiency-related KPIs.
  • Maintain positive working relationships and effective communication with Sales & Service Colleagues, Supervisors, Technicians, and Operations staff for service-related issues.


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