Service Coordinator -Contract Role

1. Service Call Management

• Handle all incoming helpline calls and log details in Excel and Salesforce.

• Create cases in Salesforce and assign to respective service engineers or zonal leads.

• Track case progress and ensure timely closure of open service requests.

• Generate daily, weekly, and monthly reports on service appointments and closures.

2. Customer Communication

• Communicate proactively with customers for payment follow-ups, contract renewals, and feedback.

• Handle queries via email and maintain a professional response timeline.

• Obtain customer feedback post-installation and post-closure to ensure satisfaction.

• Manage and update customer contact and GST details in Salesforce.

3. Documentation & Invoicing

• Prepare and raise service contract, reinstallation, software licence, and proforma invoices.

• Coordinate with the Finance team for ledger reconciliation and invoice approvals.

• Monitor payments, follow up on outstanding dues, and share daily reports with team leads.

4. Warranty & Spares Coordination

• Track warranty cases, spare parts dispatches, and approvals from intercompany teams.

• Generate and share warranty reports (MTD/YTD) with management.

• Coordinate with Spares, EXIM, and Quality departments for approvals and parts tracking.

• Maintain CX reports and ensure timely escalation and closure of issues.

5. Reporting & Analysis

• Prepare and maintain dashboards in Salesforce for service activities.

• Monitor KPIs such as closure rate, open vs. closed cases, and invoice turnaround time.

• Share daily end-of-day reports of service calls and feedback with engineers and team leads.

• Support weekly LCS (Life Cycle Services) meetings with updated data and feedback summaries.

Key Performance Indicators (KPIs)

• Service case closure rate (%)

• Invoice accuracy and on-time submission

• Customer feedback and satisfaction index

• Pending payment follow-up efficiency

• Inter-department coordination turnaround time

Role & responsibilities

Preferred candidate profile