Service Planner - Kothrud

Overview

Plan and schedule service visits for all technicians within the Kothrud branch, covering contracts, jobbing, call outs and renewals, and keep service data accurate in company systems.

What you'll do

• Develop proficiency in internal company software platforms such as iCABS, ServiceTrak and any other systems introduced.
• Organise the schedule and planning of all service requirements (including contracts, jobbing, call outs, etc.) on a daily, weekly and monthly basis for all technicians within the branch.
• Prioritise all due-for-renewal visits, enquiries, call outs and complaints.
• Liaise with the Sales and Service teams to accommodate urgent service visit appointments and communicate changes to affected customers in a timely manner.
• Ensure customer service complaints or termination notifications are attended to effectively and promptly.
• Manage service documentation and ensure all customer and technician feedback is followed up with actions.
• Ensure all service data from dockets, log cards, service orders and other sources is updated accurately into business systems in a timely manner.
• Support the transition from paper-based to system and digital-based planning and visit documents, while upholding documentation integrity.
• Review service reports with the OE and BM, highlighting areas of concern such as critical backlog and weekly trends to the manager.
• Review and provide daily service compliance updates.
• Assist the Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency KPIs.
• Maintain positive working relationships and effective communication with Sales and Service colleagues, Supervisors, Technicians and Operations staff on service issues; coordinate with Sales on available slots and time adjustments 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 and routine requirements.
• Know company safety policies and SRA requirements, and be able to read and understand company policies.
• Quickly escalate any unresolved issues to the next level of management for prompt resolution.
• Perform any other similar duties as and when specified by the manager.
• Deliver on-time service planning.
• Achieve progressive improvement in State of Service (SOS) and meet SOS targets assigned by the branch.
• Minimise service backlog to meet contractual obligations.

What you'll need

• Minimum graduation with 1 to 3 years of relevant experience managing a team.
• Basic computer skills for reporting and work management.
• Communication skills for speaking on the phone with external customers and internally with technicians and other Operations colleagues.
• Knowledge of the territory handled for planning.
• Core competencies: being decisive; attention to detail and accuracy; planning and organising; analytical skills; customer orientation; ability to work patiently in a dynamic service environment.

Nice to have

• Negotiation skills.
• Advanced computer skills.

Details

• Location: Kothrud, Maharashtra, India.
• Occasional travel required within the Division.
• Liaise with the Operations Manager, Operations Executive, Junior Operations Coordinator and Local 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 and Operations Manager.