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/technician s 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
What can you expect from RPCI?
Our values lie at the core of our mission and vision. We believe that it s our people who make our company what it is. We believe in:
Safety
Integrity
Innovation
Learning & Development
Open & Transparent
Performance Orientation
DEI statement:
At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds. .
