Service Planner - Guwahati

About this role

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.