Service Co-ordinator

Roles & Responsibilities

• Coordinate and assign service requests to hardware support engineers based on priority and location.
• Attend customer calls and log complaints accurately into the CRM/system.
• Ensure all service calls are acknowledged within the defined response time.
• Track the status of each service request until closure and maintain follow-up communication with customers.
• Allocate on-site visits to engineers and ensure timely dispatch of service personnel.
• Maintain spare parts stock information and ensure availability for service calls.
• Verify and record hardware serial numbers, service reports, and warranty details.
• Ensure proper documentation of service work, including service reports and customer acknowledgment.
• Escalate repeated issues or unresolved complaints to the senior technical team or management.
• Communicate estimated resolution time to customers and ensure service transparency.
• Prepare and submit daily/weekly service status reports to the management.
• Coordinate with the purchase/stock department if replacement materials or spare parts are required.
• Ensure engineers update job status after each call with proper remarks.
• Maintain customer satisfaction records and collect feedback post-service.
• Ensure follow-up on pending and unresolved service calls and update the CRM regularly.
• Keep records of travel expenses, service logs, and ensure timely submission by engineers.

Qualification: Degree/Diploma (preferably in IT domain)

Experience-Freshers

Immediate joiners based in Ernakulam need only apply.

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Provident Fund

Work Location: In person