Service Coordinator

Job Description

Job Responsibilities - i) Maintaining Routine Service Request Receiving daily MIS from customer care Updating daily MIS with corrective action summary, revert & resolution plan Sending daily MIS to customer care with updated corrective action summary, revert & resolution plan Giving daily technician feedback & call closed reports to customer care for updating in MIS Updating daily pending calls Providing details for sending quotations to customers to customer care. ii) Customer interactions Updating quote code in D365 reactive cases. Following up with the customer for approval & orders. Speaking to the customer for any escalations and resolutions. Fixing up appointments with the customers for service jobs. Replying to customers on email/phone as required. Follow up for payments of reactive cases. Invoice submission to the customer through technicians or courier as required. iii) Job Allotment Checking MIS and planning route for a technician visit Identifying technician skills as per job requirement Checking spare part requirement for Job as per call details Filling details in service memo and handing over to technicians Allotting jobs to technicians for RSR & OCQ cases Allotting necessary spare parts to technicians Arranging travel plan for technicians in case of outstation Jobs Handling emergency cases for technician deputation Giving customer satisfaction survey forms to technicians Keeping a track and clubbing outstation jobs together area wise iv) Dealer, ASP's & Vendors interactions Assigning Jobs to ASPs. Sending spare parts to ASPs. Daily follow up with ASP for sending service memo's & cheques of the completed jobs. Speaking to dealers regularly for the spare part requirements in their assigned area. Receiving orders from the dealer and sending it to HO for order booking & dispatching from the factory. Sending spare parts to dealers from the regional office case to a case basis* Speaking to LC/contractors for shifting and taking quotes for the same v) Maintaining Spare Part Maintaining Min. Max inventory Indenting for spare part via email in format to HO for making STO to factory/Bhiwandi/HO as required Sending item codes & spare parts details to HO for making FOC orders for PSP/OCQ calls Follow up with factory & HO for spare part dispatch vi) Order Booking in D365 & updating records Receiving updated service memos for billing Reactive PSP cases order Booking in ERP Sending the reactive orders for authorization & pack slip to HO in format Receiving updated CSAT forms and consolidating the same for the region and sending to HO Updating & maintaining records for QHSE audit. Who we are looking for Qualification: Bachelor in any stream. 5-8 years of experience. Functional Skills: Service Coordination Customer Relationship Management Managing a team of Engineers & Technicians. Grievance Management MIS