Service Coordinator

Key Responsibilities of Service Coordinator

The Service Coordinator will support regional operations through the following activities:

• Service Operations Monitoring & Coordination
• Daily follow-up and monitoring of dealer breakdown calls, open calls, and key account customer complaints across the region.
• Coordination with Dealer Service Teams, ASMs, and field service engineers for timely closure of machine breakdowns and pending service cases.
• Monitoring machine uptime, service response timelines, and escalation management.
• Providing regular updates on service job status, resolution timelines, and claim approvals.
• Monitoring engineer productivity and job closure efficiency.
• Ensuring engineers have the necessary tools, spare parts, technical documents, and support for efficient field operations.
• Escalating critical customer issues to Regional Service Manager, National Service Manager, and OEM teams wherever required.
• Tracking parts movement and spare parts consumption for service jobs.
• Following up with dealers for periodic service completion and post-warranty machine coverage.
• Supporting implementation of HO service KPIs, operational policies, service campaigns, and process improvement initiatives across the region.
• Ensuring timely communication flow between HO, Regional Office, ASMs, dealer teams, and customers for all service-related activities.