Service Planner - Jalandhar

About the Company

Rentokil Initial is a global business services organization with more than 35,000 employees working across 70 countries. The company’s purpose is to protect people and improve lives through services such as pest control, hygiene solutions, and interior enhancement with plants and scenting. It emphasizes training, scientific methods, innovation, technology, and a culture of listening to colleague and customer feedback. The organization also states a strong commitment to fairness, equality, teamwork, service, and relationships.

Rentokil Initial operates through multiple businesses including Rentokil Pest Control, Initial Hygiene, Initial Workwear, Ambius, Steritech Brand Protection, Medical Services, Specialist Hygiene, and Property Care. Its India operations are supported by central functions such as HR, IT, Finance, Legal, and Marketing & Innovation.

Rentokil PCI is the company’s pest control brand in India, created in 2017 through a joint venture between Pest Control India and Rentokil. It operates from 250 locations in India and focuses on raising customer service standards through better service operations, best practices, innovation, and digital tools.

Role Overview

The Service Planner will be responsible for organizing and coordinating service schedules for technicians, ensuring that renewals, enquiries, call-outs, complaints, and contract-related visits are planned efficiently. The role requires close coordination with sales, service, and operations teams to keep customer commitments on track and to maintain service quality, compliance, and productivity.

Key Responsibilities

• Build working knowledge of internal software platforms such as iCABS, ServiceTrak, and any other tools introduced later.
• Plan service schedules for all technicians on a daily, weekly, and monthly basis, covering contracts, jobbing work, call-outs, and other service requirements.
• Prioritize renewals, enquiries, call-outs, and customer complaints based on urgency and due dates.
• Coordinate with Sales and Service teams to accommodate urgent appointments and inform affected customers about any schedule changes.
• Handle customer service complaints and termination notifications promptly and effectively.
• Track service documentation and ensure customer and technician feedback is converted into follow-up actions.
• Update all service information from dockets, log cards, service orders, and related sources accurately and on time in business systems.
• Support the shift from paper-based planning and visit records to digital and system-based processes while protecting documentation quality.
• Review service reports with the OE and BM, and flag critical backlog issues and weekly trends to the manager.
• Share daily service compliance updates.
• Assist the Assistant Branch Manager or Branch Manager in tracking service productivity and efficiency KPIs.
• Maintain effective communication and good working relationships with Sales, Service, Supervisors, Technicians, and Operations teams.
• Coordinate with Sales to identify available time slots and adjust schedules for new sales requirements.
• Work with branch management to rebalance service areas using annual revenue, travel time, time on site, and routine needs as inputs.
• Understand and follow company safety policies and SRA requirements on the job.
• Escalate unresolved issues quickly to the appropriate management level for resolution.
• Perform any other similar duties assigned by the manager.

Key Deliverables

• Timely and accurate service planning.
• Continuous improvement in State of Service (SOS) and achievement of branch-assigned SOS targets.
• Reduced service backlog while meeting contractual commitments.

Requirements

• A graduate degree is required, along with 1 to 3 years of relevant experience in managing a team.
• Comfort with basic computer tools for reporting and work management; advanced computer ability will be an advantage.
• Strong spoken communication skills for dealing with external customers and internal teams such as technicians and operations colleagues.
• Good understanding of the territory assigned for planning purposes.
• Willingness to travel occasionally within the division.
• Ability to coordinate with the Operations Manager, Operations Executive, Junior Operations Coordinator, and Local Service Supervisors to clarify service needs and share updates.
• Capability to communicate service issues promptly to the ABM/BM and Operations Manager.

Core Competencies

• Decisive decision-making.
• High attention to detail and strong accuracy.
• Effective planning and organization.
• Analytical thinking.
• Customer-focused mindset.
• Negotiation ability is an added advantage.
• Patience and adaptability in a fast-moving service environment.

Benefits

• Group mediclaim insurance coverage.
• Travel reimbursement.

Equal Opportunity Commitment

The company says it supports equal opportunity for all employees, avoids discrimination, and values workplace diversity. It aims to create an inclusive environment that respects individual differences, recognizes strengths, and helps employees reach their full potential.

Additional Notes

Knowledge of company policies, safety standards, and service documentation processes is expected. The role may involve working across changing priorities and handling unresolved issues through proper escalation.