Job Description
About the Role:
The Service Planner / Sr. Service Planner is responsible for end-to-end service planning, data accuracy, system usage, productivity monitoring, and coordination with cross-functional teams to ensure smooth and timely service delivery.
The incumbent 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
Develop proficiency in company software (iCABS, SCP, etc.) and ensure 100% active and\ >95% usage of Service Companion (SCP)
Support digital transition and maintain the accuracy of consumption, TOS, and service data
Coordinate with IT for new users or device-related issues
Ensure error-free documentation and adherence to the ticket-based callout process
Organise daily/weekly/monthly service schedules for all technicians across contract, jobbing, renewals, and complaints
Prioritise planning to reduce service backlog and ensure On-Time delivery
Liaise with Sales/Service teams to accommodate urgent visits and resolve STOP/termination issues
Track technician-wise productivity, efficiency, and service delivery KPIs
Maintain and report the SOS daily, weekly, and monthly, including GSS SOS
Provide regular updates on backlogs, critical issues, ageing profiles, and complaint trends
Assist AOM/OM/ABM/BM in monitoring field KPIs
Coordinate with Sales and Operations for technician routing, slot availability, and routine adjustments
Raise unresolved issues to next-level management for resolution
Ensure leave planning and service continuity without disruption
Key Result Areas
On-time Service Planning
Data Accuracy
SCP Utilization
Schedule Adherence
Reporting & Analysis
Cross-Team Coordination
Competencies (Skills Essential To The Role)
Detail Orientation
Planning & Organizing
Analytical Thinking
Customer Focus
Negotiation Skills
Educational Qualification / Other Requirement
Minimum graduate, with 0-1 years of relevant experience
Basic computer skills required (advanced proficiency is a plus)
Knowledge of MS-Office/G-Suite
What can you expect from RPCI?
Our Values Lie At The Core Of Our Mission And Vision. We Believe That Its Our People Who Make Our Company What It Is. We Believe In
Service
Relationships
Teamwork
Responsibility
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.
