Service Coordinator

Position Title: Service Coordinator

Department: Service & Operations / After-Sales Support

Location : Pune, Bangalore

Reports To: Service Manager / Operations Head

Job Summary: We are looking for an organized, proactive, and detail-oriented Service Coordinator to manage and streamline our daily field service and support operations. In this role, you will act as the primary liaison between customers, field service engineers, and internal departments to schedule field visits, process service tickets, manage spare parts requests, and ensure high customer satisfaction.

Key Responsibilities

1. Service Scheduling & Dispatching

• Receive and register customer service requests, breakdowns, and inquiries via phone, email, or portal.
• Assign and schedule Field Service Engineers based on priority, location, expertise, and availability.
• Monitor engineers' daily schedules and update customers on estimated times of arrival (ETA).

2. Customer & Internal Coordination

• Serve as the main point of contact for customer inquiries regarding machine service, preventive maintenance (PMC/AMC), and technical updates.
• Liaise with sales, spare parts, accounts, and logistics teams to ensure smooth service execution.
• Handle customer complaints and escalate critical technical issues to senior management/technical leads when necessary.

3. Reporting & Service Administration

• Create, assign, and track service tickets/work orders through CRM software (e.g., Zoho).
• Collect service reports, customer sign-offs, and engineer feedback upon job completion.
• Prepare daily, weekly, and monthly MIS reports on service response times, open tickets, and engineer productivity.

4. Spare Parts & Warranty Support

• Coordinate spare part requisitions for field engineers and track delivery status to customer sites.
• Verify warranty coverage and process Annual Maintenance Contract (AMC) renewals and service quotations.

Candidate Profile & Qualifications

• Education: Bachelors degree or Diploma in Engineering, Business Administration, or related fields.

• Experience: 2 years of experience as a Service Coordinator, Operations Assistant, or Customer Support Specialist (preferably in manufacturing, machinery, HVAC, or technical services).

• Technical Proficiency:

• o Hands-on experience with CRM/ERP platforms (e.g., Zoho, SAP, Salesforce).
• o Advanced proficiency in MS Excel and Word for tracking and reporting.
• Key Skills:
• Strong verbal and written communication skills.
• Excellent time management and multi-tasking abilities under pressure.
• Strong problem-solving and conflict resolution capabilities.