Job Description
About Role:
The Service Planner is responsible for driving service business growth, improving PS Share and inflow, enhancing dealer productivity, and strengthening customer experience across CoCo and FoFo service networks. The role combines analytics-driven planning, warranty & customer care excellence, automation, and cross-functional coordination to deliver scalable and profitable service operations.
Role Impact: Direct influence on service revenue growth, customer satisfaction, dealer productivity, and scalable service operations.
Key Accountabilities
- Improve PS Share and PS Inflow across the service network.
- Plan service business growth in line with manpower, infrastructure expansion, outlet addition, and profitability targets.
- Identify growth opportunities and gaps using GoodBad analysis and network dispersion studies.
- Define, track, and monitor service KPIs, opportunities, and deployment of means.
- Identify scalable service and process improvement initiatives.
- Capture, standardize, and scale best practices across the network.
- Improve dealer staff productivity through structured performance analysis and interventions.
- Drive automation of service and warranty processes; identify newer digital and operational means.
- Plan and manage warranty claims and customer care processes with accuracy, timeliness, and compliance.
CrossFunctional & Stakeholder Management
- Ensure data readiness and actionable insights for MPR reviews, including way-forward plans.
- Align service and sales requirements with production capabilities and support smooth product launches.
Reporting & Governance
- Prepare service performance dashboards, MPR decks, and management summaries.
- Track service growth, productivity, warranty performance, and customer satisfaction metrics.
- Drive continuous improvement through PDCA and data-led reviews.
- Monthly variance analysis reviews and process improvements to ensure margin governance.
Requirements
Education and Skills required:
- Graduate or Postgraduate with strong Automobile industry experience.
- 35 years of experience in service planning, warranty, customer care, or network operations.
- Strong analytical skills with advanced Excel and PowerPoint.
- Hands-on with CRM, analytics, and operational systems.
- Clear communication, problem-solving mindset, and strong cross-functional collaboration ability.
