Job Description

:
Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil
PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one
pest control company in India, and Rentokil, the world's leading pest control brand. Rentokil PCI
aims to set new standards for customer service having operations across 300 locations in India.
For more details:
About the Role:
xe2x97x8f "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:
xe2x97x8f To know and develop proficiency in handling internal company software platforms, ie.
iCABS, SCP and any other systems that may be introduced.
xe2x97x8f Must have a good knowledge of the branch territory.
xe2x97x8f To ensure that the Service Companion usage is maximised for all the service deliveries &
should be always above 95%
xe2x97x8f 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
xe2x97x8f 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
xe2x97x8f 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
xe2x97x8f Liaise with the Sales and Service team to best accommodate urgent service visit
appointments and communicate changes to affected customers timely.
xe2x97x8f Ensure customer service-related complaints or termination notifications/STOP Services are
attended to effectively and promptly.
xe2x97x8f Manage service documentation and ensure all customer/technician's feedback are followed
up with actions
xe2x97x8f Enter correct (error free) consumption data and TOS in the SCP to ensure command centre
account profitability reflects correct data customer wise.
xe2x97x8f Ensure all service data from dockets, log cards, service orders and other sources is updated
accurately into business systems in timely manner
xe2x97x8f Coordinate with the IT team for new users, device issues etc.
xe2x97x8f Supports business transition from paper-based to system and digital-based planning, visit
documents, whilst upholding documentation integrity.
ollow callout process so as to ensure that the complaints are delivered only after raising
the ticket
xe2x97x8f Review service reports with OM, OE and BM and highlight areas of concern - critical backlog
and weekly trend to manager.
xe2x97x8f Reviews and provides service compliance updates daily.
xe2x97x8f Assist & help AOM / OM / Assistant Branch Manager / Branch Manager in monitoring
Technician service productivity and efficiency related KPIs
xe2x97x8f 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
xe2x97x8f 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
xe2x97x8f Utilise the Route technicians for jobbing only after the route technicians routine services
are delivered
xe2x97x8f Expected to be knowledgeable about company safety policies and safety (SRA)
requirements on the job, be able to read and understand company policies
xe2x97x8f Any unresolved issues should be quickly elevated to the next level of management for
prompt resolution
xe2x97x8f Any other similar duties as and when specified by the manager
REPORTING
xe2x97x8f Daily, weekly & monthly (SOS) State of Service for Branch. Residential GSS SOS should also
be the priority
xe2x97x8f Weekly reporting of pending jobs, ageing profiles to ABM/BM
xe2x97x8f Monthly reporting of technician wise trends.
xe2x97x8f Maintain State of Service and productivity data per technician
xe2x97x8f Maintain visibility on complaints received and report on all call outs / critical incidents
received from branch.
xe2x97x8f Annual Leave planning of technicians
xe2x97x8f Ensure that each technician service productivity is achieved as per set targets
Requirements:
Key Result Areas:
xe2x97x8f On time service planning with ZERO pending services every month
xe2x97x8f Monitoring SCP active devices & Usage on weekly basis
xe2x97x8f Minimum expectancy on SCP active device(100%) & usage
95%
xe2x97x8f Achieving progressive improvement in State of Service (SOS) and meet SOS targets assigned
by the branch
xe2x97x8f Minimizing service backlog (meet our contractual obligations)
Competencies (Skills essential to the role):
xe2x97x8f Be decisive
xe2x97x8f Attention to details and accuracy
xe2x97x8f Planning & organizing
xe2x97x8f Analytical skills
xe2x97x8f Customer oriented
xe2x97x8f Negotiation skills
xe2x97x8f Ability to work patiently in a dynamic service environment
Educational Qualification / Other Requirement:
xe2x97x8f Minimum graduation with 1 to 3 years of relevant experience of managing team
xe2x97x8f Basic computer skills - for reporting/work management (Advanced computer skills would
be an added advantage)
xe2x97x8f Communication - speaking on phone to external customers & internally with technicians,
other Operations colleagues.
xe2x97x8f Knowledge of territory which is handled for planning
xe2x97x8f Occasional Travel required within the Division
xe2x97x8f Liaise with the Operations Manager, Operations Executive, Service Supervisors to establish
service requirements and provide information, assurance and advice as required
xe2x97x8f Communicate all service issues in a timely manner to the ABM/BM, Operations Manager
Role Type / Key working relationships:
xe2x97x8f Individual contributor role
xe2x97x8f External- Customers and customer representatives
xe2x97x8f Internal - Sales, Operations, Business support functions
Benefits:
What can you expect from RPCI?
xe2x9ex94 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:
xe2x97x8f Safety
xe2x97x8f Integrity
xe2x97x8f Innovation
xe2x97x8f Learning & Development
xe2x97x8f Open & Transparent
xe2x97x8f Performance Orientation
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace
welcoming to people of all backgrounds.
.