National Service Coordinator

1. Position Summary

The National Service Coordinator is the central point of control for service operations across all regions. The role manages warranty and CAMC call registration and closure, supports service revenue through quotation follow-up, ensures preventive maintenance adherence, standardises AMC costing and order booking, and compiles billing reports. The coordinator works with RSMs and BMs to ensure fast response, timely resolution and high customer satisfaction.

2. Key Responsibility Areas

A. Warranty / CAMC Call Management

• Register all warranty and CAMC calls received via email and the toll-free number.
• Assign calls to the relevant RSM/BM promptly.
• Circulate a weekly report of open calls.
• Track response and resolution TAT with RSMs/BMs, escalate overdue calls, and circulate a weekly status report.
• Coordinate with RSMs to arrange warranty/CAMC spare parts from local warehouses.
• Collect service feedback from customers across regions and drive corrective actions with regional teams.

B. Service Revenue Support

• Review open NAMC/CAMC quotations with regions and circulate a monthly status report.
• Review open spare-parts quotations, track potential order inflow, and circulate a monthly report.

C. Preventive Maintenance (PM) Planning

• Coordinate monthly reviews of AMC preventive-maintenance schedules with RSMs/BMs.
• Track preventive maintenance of new machines centrally and review adherence with the regions.

D. AMC Costing and Order Booking

• Standardise NAMC/CAMC costing and verify costing before order booking.
• Ensure timely booking of won AMC orders.
• Obtain required approvals for AMC orders with gross-profit deviations before booking.

E. Billing Reporting

• Compile monthly billing data and circulate billing reports as per the month-end reporting calendar.