Service Coordinator

Job Description: Service Coordinator Location: Thane, MaharashtraDepartment: Service OperationsReports To: Service Manager / Operations HeadCompany: Climate tech company

Role Overview

The Service Coordinator plays a crucial role in ensuring that company's service functiondelivers same-day resolutions and operates within defined Turnaround Times (TATs). Thisrole demands strong people management, multi-team coordination, and the ability tofunction effectively in high-pressure, shift-based environments.Key Responsibilities Ensure same-day closure of service calls wherever possible. Track and enforce adherence to company-defined TATs for installation, breakdown, andpreventive maintenance. Follow a closed-loop system — from customer complaint to technician dispatch to finalresolution and feedback. Coordinate field technician schedules and work orders using CRM and tracking tools. Proactively follow up with field teams, warehouse, technical support, and customer helpdesk to prevent delays. Escalate and resolve delays, part shortages, or customer grievances on priority. Provide proactive updates to customers via phone, SMS, or WhatsApp on servicemilestones. Handle escalations with empathy while ensuring resolution within SLA timelines. Maintain records of calls, schedules, feedback, and closure reports. Generate daily MIS reports on open/closed calls, delays, and technician performance.Key Performance Indicators (KPIs)KPI TargetSame-day Closure Rate ≥ 95%Adherence to TAT (per SLA) ≥ 100%Daily Call Assignment Efficiency 100%Technician Utilization ≥ 85%Repeat Cases < 45 days ≤ 5%Customer Feedback Score ≥ 4.5 / 5Daily Reports Accuracy 100%Work Requirements Must be willing to work in rotational shifts, including weekends and holidays as perroster. Strong multitasking and people coordination skills — handling 50 + technicians daily. Ability to function effectively in a fast-paced, high-pressure service environment.Qualifications & Experience Graduate in Operations, Business Administration, or related fields. 4–6 years in service operations, HVAC operations is a plus, facility management, orIoT/tech-enabled field services. Familiarity with CRM software, ticketing systems, Excel, WhatsApp Business, andinternal dashboards.Key Traits Strong sense of ownership and urgency. Excellent coordination and communication skills. Tech-savvy with a logical and process-oriented mindset.