Service Planner

Job highlights

• 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

• Minimum expectancy on SCP active device(100%) & usage >95% .

• Minimum graduation with 1 to 3 years of relevant experience of managing team .

• 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