Service Planner

Designation Service Planner / Sr. Service Planner

No. Of Positions- 4

Location - Dahisar, Kalyan, MiraRoad, Malad

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. 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.
• Organisation of schedule and planning of all services (including contracts, jobbing, call outs,etc.) requirements on a daily, weekly and monthly basis for all technicians within the branch.
• 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
• 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.
• 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.
• Coordinate with Sales for any available slots, time adjustment for new sales scheduling
• Expected to be knowledgeable about company safety policies and safety (SRA)requirements on the job, be able to read and understand company policies

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 obligation

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.

• Occasional Travel required within the Division