Service Planner - Mumbai - Rentokil PCI - 0 to
- Rentokil
- 0 - 5 years
- Mumbai
- 4 months ago
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Job Description
- 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
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
Job Classification
Industry: Facility Management ServicesFunctional Area / Department: Production, Manufacturing & Engineering, Role Category: Operations, Maintenance & SupportRole: Service / Maintenance SupervisorEmployement Type: Full timeContact Details:
Company: RentokilLocation(s): Mumbai+ View Contact
Keyskills: Assurance Usage Branch management Work management Sales Service Executive Scheduling Operation Executive Customer service Monitoring
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Rentokil
Rentokil Initial plc employs 37, 000 people across 73 countries offering the experience and expertise of a multi -national organisation, whilst retaining the agility and characteristics of a local business.
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