Service planner

Overview

Plan, schedule and coordinate pest control service operations to ensure timely service delivery, customer satisfaction and achievement of branch performance targets.

What you'll do

• Plan, organize and manage daily, weekly and monthly service schedules for technicians, covering routine contractual services, renewals, jobbing, call-outs, customer enquiries and complaint visits.
• Allocate service jobs based on technician availability, territory knowledge, travel time, time on site, routine service requirements and business priorities.
• Monitor technician-wise productivity and efficiency KPIs, coordinate annual leave planning and ensure service productivity targets are achieved.
• Assign jobbing work to route technicians only after completing their scheduled routine services.
• Monitor daily service compliance, State of Service (SOS), branch performance and technician-wise service trends.
• Review service reports with the Operations Manager (OM), Operations Executive (OE) and Branch Manager (BM), identify critical backlogs and performance gaps, and escalate unresolved issues for timely resolution.
• Prioritize and coordinate renewal visits, customer enquiries, urgent call-outs, complaints and service requests.
• Liaise with Sales and Operations teams to accommodate urgent appointments and scheduling changes, ensuring customers are informed promptly.
• Handle customer service complaints, termination notifications and STOP Service requests effectively.
• Ensure call-out tickets are raised before complaints are assigned for service.
• Develop and maintain proficiency in company systems, including iCABS, SCP, Service Companion and other operational platforms.
• Ensure 100% activation and availability of Service Companion devices and maintain usage above 95%.
• Coordinate with the IT team regarding new user access, device issues and system-related concerns.
• Maintain accurate and timely service records across dockets, log cards, service orders, visit documents and other operational sources.
• Ensure correct consumption data and TOS entries in SCP to support accurate customer-wise account profitability reporting.
• Follow up on customer and technician feedback and maintain documentation integrity while supporting the transition from paper-based processes to digital service planning.
• Prepare and maintain daily, weekly and monthly State of Service (SOS) reports, including priority reporting for Residential GSS SOS.
• Submit weekly pending-job and ageing-profile reports to the Assistant Branch Manager (ABM) or Branch Manager.
• Maintain monthly technician-wise performance trends, productivity data, complaint visibility, call-out records and critical incident reports.
• Maintain effective communication and working relationships with Sales, Operations, service supervisors, technicians, branch management, customers and internal support teams.
• Coordinate available service slots and scheduling adjustments for new sales, align service requirements and ensure timely communication of operational issues to the appropriate management team.
• Work with branch management to review and optimize service territories based on annual area revenue, travel time, time on site and routine service requirements.
• Ensure balanced workload distribution and efficient use of technician resources.
• Understand and follow company safety policies and Safety Risk Assessment (SRA) requirements.
• Ensure service-related issues, critical incidents and unresolved operational concerns are escalated promptly to the appropriate management level.

What you'll need

• Graduate.
• 1–3 years of relevant team-management experience.
• Basic computer proficiency.
• Good communication skills.
• Knowledge of the assigned service territory.

Details

• Locations: Mumbai, Kalyan, Malad and Navi Mumbai, Maharashtra, India.
• Coordination with customers, Sales, Operations, technicians, supervisors and business support functions.
• Occasional travel within the division as required.
• Employment benefits are subject to employment terms, eligibility and applicable company policies, and may include Provident Fund, ESIC, gratuity, paid leave and learning and development.