Service Coordinator

Job Objective

The Service Coordinator will be responsible for managing customer service calls, coordinating with field service engineers, scheduling service visits, monitoring service performance, and ensuring timely resolution of customer issues in line with defined SLAs and service quality parameters.

Key Responsibilities

• Handle and monitor customer service requests received through phone, email, CRM/SAP, or other service channels.
• Create, update, and maintain service calls/orders in the relevant service management system.
• Coordinate engineer schedules based on customer priority, location, availability, and geographical territory.
• Track and escalate delayed or critical service calls to the concerned field/service management team.
• Ensure service activities are aligned with agreed SLA, TAT, and customer commitments.
• Monitor key service performance parameters such as: Downtime (DT), Turnaround Time (TAT), First Time First Resolution (FTFR), Customer Satisfaction (CSAT)
• Coordinate with technicians, sales, technical support, and other internal teams for effective service resolution.
• Identify recurring issues, delays, and service gaps and escalate them appropriately.
• Handle customer concerns professionally and support conflict resolution when required.
• Ensure timely closure and documentation of service calls.
• Prepare and maintain service-related MIS and KPI reports.

Qualifications

• BE / Diploma in Instrumentation, Electronics, Electrical, or related engineering discipline.
• B.Sc. / B.Com. graduates with relevant service coordination experience may also be considered.
• Good written and verbal communication skills.
• Basic proficiency in MS Excel and PowerPoint.
• Experience with SAP CRM, Salesforce (SFDC), or other CRM/service management systems will be preferred.

If you are interested for this role please share your updated resume on below details:-

Email Id:- [email removed] OR

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