Service Coordinator

Role & responsibilities

• Coordinate daily service activities, technician schedules and customer service requests to ensure timely response and resolution.
• Track customer complaints, preventive maintenance schedules, machine installations and breakdown calls, ensuring timely closure.
• Coordinate with Field Service Engineers and Sales teams to prioritise customer requirements and minimise machine downtime.
• Liaise with Supply Chain and Warehouse teams for spare parts availability, dispatches and inventory-related requirements.
• Coordinate with Accounts for service-related billing, AMC documentation and other commercial matters, wherever applicable.
• Maintain service MIS, complaint trackers, preventive maintenance reports and engineer productivity records.
• Monitor key service KPIs, including response time, complaint closure, preventive maintenance compliance and repeat complaints.
• Ensure timely submission of service reports, accurate documentation and adherence to company processes.
• Identify pending issues and operational bottlenecks and follow up with relevant teams for timely resolution.

Preferred candidate profile

• Graduate in any discipline; a Diploma in Engineering or technical qualification will be an advantage.
• 24 years of experience in service coordination, technical support or service operations, preferably in equipment, appliances, vending machines or related industries.
• Good working knowledge of MS Excel and MIS reporting.
• Strong coordination, communication, follow-up and problem-solving skills.