Service Planner

About Rentokil PCI

Rentokil PCI stands as India's foremost pest control service provider, born out of a 2017 joint venture that combines Pest Control India and the global leader Rentokil. Operating over 250 locations nationwide, the company is committed to delivering outstanding customer service by adopting best practices, innovative solutions, and cutting-edge digital technologies.

Key Duties and Responsibilities

• Develop expertise in company's internal platforms such as iCABS and ServiceTrak, including any newly introduced systems.
• Coordinate and organize daily, weekly, and monthly service schedules covering contracts, jobs, call outs, and any technician assignments for the branch.
• Prioritize and plan all upcoming renewal visits, inquiries, call outs, and complaint handling efficiently.
• Collaborate with Sales and Service teams to accommodate urgent service requests, ensuring customers are promptly informed of any appointment modifications.
• Promptly address and resolve customer service complaints or contract terminations.
• Manage service documentation meticulously and ensure follow-up actions on all customer and technician feedback.
• Accurately update service data from various sources such as dockets and service orders in business systems in a timely fashion.
• Support the transition from paper-based to digital systems for planning and documentation, maintaining data integrity.
• Regularly review service reports with Operations Executive and Branch Manager, highlighting any critical backlogs or weekly trends.
• Provide daily updates on service compliance status.
• Assist branch leadership in monitoring KPIs related to service productivity and efficiency.
• Maintain effective communication with Sales, Service colleagues, Technicians, Supervisors, and Operations staff regarding service issues and scheduling adjustments.
• Collaborate with management to optimize service coverage based on revenue, onsite time, travel, and routine needs.
• Adhere to company safety policies and service risk assessments; comprehend and apply relevant safety guidelines.
• Escalate unresolved issues speedily to higher management for resolution.
• Perform any additional duties assigned by management.

Key Performance Indicators

• Ensure timely service planning and scheduling.
• Achieve progressive improvements in the State of Service (SOS) and meet assigned SOS targets.
• Minimize service backlog to fulfill contractual obligations.

Core Competencies

• Strong decision-making capabilities.
• High attention to detail and accuracy.
• Effective planning and organizational skills.
• Analytical thinking and problem-solving.
• Customer service orientation.
• Negotiation skills are advantageous.
• Patience and adaptability in a dynamic service environment.

Education and Experience

• Minimum graduate degree with 1 to 3 years of relevant team management experience.
• Basic computer proficiency for reporting and work management; advanced skills are a plus.
• Good communication skills for phone interactions with customers, technicians, and operations staff.
• Familiarity with the territory handled for effective service planning.
• Regular coordination with Operations Manager, Executives, and supervisors to determine service requirements and share information.
• Timely communication of service-related issues to Assistant Branch Manager, Branch Manager, or Operations Manager.

Benefits

• Attractive incentive programs.
• Annual performance-based bonus.
• Group Mediclaim Insurance coverage.

Our Values

• Commitment to safety.
• Integrity in all actions.
• Encouragement of innovation.
• Focus on learning and development.
• Open and transparent communication.
• Performance-driven culture.

Diversity & Inclusion

We are dedicated to fostering an inclusive workplace that embraces individuals from diverse backgrounds, ensuring a welcoming environment for all.