Service Planner

About Rentokil PCI

Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil

PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one

pest control company in India, and Rentokil, the world's leading pest control brand. Rentokil PCI

aims to set new standards for customer service having operations across 300 locations in India.

For more details: https://www.rentokil-pestcontrolindia.com

About the Role:

"Service Planner is an important anchor person in the branch who is accountable for

planning, scheduling, assigning, managing technicians time to maximize profitability and

productivity. The person will report to the AOM/OM / Assistant Branch Manager/Branch

Manager. The incumbent will have to work as part of a multi-functional team and this

involves collaboration with the internal team and external stakeholders."

Requirements

Job 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 concerncritical 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

REPORTING

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

Key Result Areas:

On time service planning with ZERO pending services every month

Monitoring SCP active devices & Usage on weekly basis

Minimum expectancy on SCP active device(100%) & usage >95%

Achieving progressive improvement in State of Service (SOS) and meet SOS targets assigned

by the branch

Minimizing service backlog (meet our contractual obligations)

Competencies (Skills essential to the role):

Be decisive

Attention to details and accuracy

Planning & organizing

Analytical skills

Customer oriented

Negotiation skills

Ability to work patiently in a dynamic service environment

Educational Qualification / Other Requirement:

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

Role Type / Key working relationships:

Individual contributor role

External- Customers and customer representatives

Internal - Sales, Operations, Business support functions

Benefits

What can you expect from RPCI?

Our values lie at the core of our mission and vision. We believe that it's our people who

make our company what it is. We believe in:

Safety

Integrity

Innovation

Learning & Development

Open & Transparent

Performance Orientation

DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace

welcoming to people of all backgrounds.

Qualification

Bachelor's Degree