Service Planner - Guwahati

About the Role

The Service Planner / Sr. Service Planner owns the full service-planning cycle, keeps operational data accurate, monitors productivity, and works closely with multiple teams to help services run smoothly and on schedule. This position reports to the AOM/OM, Assistant Branch Manager, or Branch Manager and requires close coordination with both internal colleagues and external stakeholders.

Job Responsibilities

• Build strong working knowledge of internal platforms such as iCABS and SCP, and maintain full active usage of Service Companion (SCP) at more than 95%.
• Support the shift to digital processes while keeping consumption, TOS, and service records accurate.
• Work with the IT team to resolve access issues for new users and problems related to devices.
• Ensure documentation is complete and accurate, and follow the ticket-based callout workflow.
• Create and manage daily, weekly, and monthly service plans for technicians across contracts, jobbing, renewals, and complaints.
• Use planning priorities to bring down backlog and support timely service completion.
• Coordinate with Sales and Service teams to fit in urgent visits and address STOP or termination-related issues.
• Monitor technician productivity, efficiency, and service-delivery KPIs by individual.
• Prepare and share SOS updates on a daily, weekly, and monthly basis, including GSS SOS.
• Share regular updates on backlog status, critical cases, ageing trends, and complaint patterns.
• Support AOM/OM/ABM/BM in tracking field performance indicators.
• Work with Sales and Operations to plan routing, manage slot availability, and make routine schedule adjustments.
• Escalate unresolved matters to the appropriate senior management level.
• Plan leave in advance so service delivery continues without interruption.

Key Result Areas

• Timely service scheduling
• Accurate data management
• SCP adoption and utilization
• Schedule compliance
• Reporting and analysis
• Coordination across teams

Competencies

• Strong attention to detail
• Ability to plan and organize effectively
• Analytical mindset
• Customer-centric approach
• Negotiation ability

Education and Other Requirements

A minimum graduate qualification is required. The role is suitable for candidates with 0 to 1 year of relevant experience. Applicants should have basic computer skills, with advanced proficiency being an advantage, and working knowledge of MS Office or G-Suite.

What You Can Expect

The organization emphasizes its core values of service, relationships, teamwork, and responsibility. It also states a commitment to building an inclusive workplace that welcomes people from all backgrounds.

Additional Information

This position is intended for a collaborative team environment and involves regular interaction with internal departments and external stakeholders.

Location: Guwahati, Assam, India.