Service Planner - Surat/Sonipat

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.

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/technicians 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

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.

Requirements:

CORE COMPETENCIES

Be decisive

Attention to details and accuracy

Planning & organizing

Analytical skills

Customer oriented

Negotiation skills would be an added advantage

Ability to work patiently in a dynamic service environment.