Service Planner Executive
Role Summary
The Service Planner Executive is responsible for planning, scheduling, and coordinating daily field service activities to ensure all customer sites are serviced efficiently and in accordance with service agreements.
This role works closely with the Service Manager and field technicians to optimize technician deployment, monitor job completion, and resolve operational issues to maintain high service standards.
Key Responsibilities
Service Planning & Scheduling
- Plan and schedule daily service jobs for field technicians to ensure all customer sites are serviced on time.
- Allocate jobs effectively based on technician capacity, route location, and service priority with our scheduling software.
- Optimize technician routes to maximize productivity and minimize travel time using routing software.
Operational Coordination
- Coordinate closely with the Operations team and technicians to support smooth daily service operations.
- Conduct daily planning and deployment of technicians to ensure efficient manpower utilization.
- Monitor job progress throughout the day and follow up to ensure all scheduled jobs are completed.
Issue Management
- Respond quickly to operational issues such as missed services, urgent service requests, technician absences, or route disruptions.
- Reassign or adjust service schedules when necessary to maintain service commitments.
Documentation & System Updates
- Maintain accurate service records, documentation, and scheduling updates within company systems.
- Ensure service completion records and operational data are properly updated and tracked.
- Maintain operational tracking tools and reports using internal systems.
Customer & Internal Coordination
- Coordinate with Customer Service, Sales and Operations teams to resolve service-related matters.
- Communicate with customers when necessary, regarding service schedules or rescheduling.
Reporting & Performance Monitoring
- Prepare operational reports on service completion rates, outstanding jobs, and technician productivity.
- Monitor service delivery against agreed service level agreements (SLA).
- Support management reporting, operational reviews, and internal audits.
Requirements
- 2-3 years of experience in service planning, logistics coordination, dispatch, or operations support.
- Strong organizational and time management skills.
- Ability to multitask and work effectively in a fast-paced operational environment.
- Proficiency in Microsoft Excel and service management systems / CRM platforms.
- Good communication and coordination skills.
Preferred Attributes
- Experience in field service, logistics, or route-based service operations.
- Ability to make quick operational decisions and manage unexpected disruptions.
- Strong attention to detail and problem-solving skills.
