Service Coordinator

Job Purpose

The Service Coordinator is responsible for planning, coordinating, and monitoring service activities to ensure timely and effective support to customers. The role acts as a link between customers, service engineers, and internal teams to ensure smooth execution of installation, maintenance, and breakdown services.

Key Responsibilities

Service Planning & Coordination

• Receive, register, and track customer service requests.
• Schedule service engineers for installation, commissioning, preventive maintenance, and breakdown calls.
• Coordinate site visits, travel, and logistics for service engineers.
• Monitor service call status and ensure timely closure.

Customer Communication

• Act as the primary point of contact for customers for service-related coordination.
• Provide updates to customers on service schedules, engineer visits, and closure status.
• Handle basic customer queries and escalate technical issues when required.

Service Documentation & MIS

• Prepare and maintain service call logs, job cards, and service reports.
• Ensure timely submission of service reports from engineers.
• Maintain service MIS, dashboards, and performance reports.
• Track AMC calls, preventive maintenance schedules, and renewals.

Spare Parts & Internal Coordination

• Coordinate with stores and service teams for spare parts availability.
• Follow up on material dispatch, returns, and consumption records.
• Coordinate with finance for service billing, invoicing, and closure documentation.

Process & Compliance Support

• Ensure adherence to service SOPs and documentation standards.
• Support audits and management reviews with service data.
• Assist in improving service coordination processes and systems.

Key Skills & Competencies

• Strong coordination and follow-up skills
• Basic understanding of Mechanical, Electrical & Electronics service activities
• Good communication skills (customer and internal coordination)
• Proficiency in MS Excel, ERP, or service management tools
• Ability to multitask and work under pressure

Qualification & Experience

• Diploma / Bachelors degree in Engineering – In Mechanical only
• 3–6 years of experience in service coordination or service operations
• Experience in industrial machinery / SPM / automation environment preferred

Key Performance Indicators (KPIs)

• Service response time & call closure rate
• Engineer utilization & scheduling efficiency
• Customer communication effectiveness
• Accuracy and timeliness of service documentation
• AMC and preventive maintenance compliance.