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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.

Service Planner - Guwahati

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