Service Coordinator

: Service Coordinator

Location

: Chennai, Tamil Nadu

Department

: Service Operations

Reports To

: Service Manager / Operations Head

Company

: Climate tech Company

Role Overview

The Service Coordinator plays a key role in ensuring field service functiondelivers same-day resolutions and meets all defined Turnaround Times (TATs). Theposition demands strong coordination skills, field team management, and the ability towork under pressure in shift-based operations. A background in HVAC services is essential.

Key Responsibilities

Ensure same-day closure of service calls wherever feasible. Track and ensure strict adherence to TATs for installations, breakdowns, andpreventive maintenance. Operate within a closed-loop process — from customer complaint to techniciandispatch to resolution and feedback. Manage the scheduling and dispatch of 50+ field technicians using CRM and trackingtools. Proactively coordinate with internal teams (warehouse, tech support, customer helpdesk) to minimize service delays. Escalate and resolve service delays, part shortages, or customer issues promptly. Communicate proactively with customers via phone, SMS, or WhatsApp regardingservice progress. Handle customer escalations with empathy and resolve them within SLA timelines. Maintain accurate documentation of calls, technician schedules, and closure reports. Generate and share daily MIS reports on call closures, delays, and technicianperformance.Key Performance Indicators (KPIs) KPI TargetSame-day Closure Rate ≥ 95%TAT Adherence (as per SLA) ≥ 100%Daily Call Assignment Efficiency 100%Technician Utilization ≥ 85%Repeat Service Cases (<45 days) ≤ 5%Customer Feedback Score ≥ 4.5 / 5Accuracy of Daily Reports 100%Requirements

Work Requirements

Willingness to work in rotational shifts, including weekends and holidays as per theduty roster. Strong multitasking skills and capability to manage large field teams. Able to thrive in a high-pressure, fast-paced service operations environment.

Qualifications & Experience

Graduate in Operations, Business Administration, or related fields. 5–8 years of experience in service operations with mandatory HVAC domain expertise. Prior exposure to facility management or IoT-enabled field services is a plus. Proficient with CRM platforms, ticketing tools, Excel, WhatsApp Business, and internaldashboards.

Language Proficiency

Fluent in English and

Tamil

(mandatory) Proficiency in Hindi is an added advantage

Key Traits

Strong sense of ownership and urgency. Excellent coordination and communication skills. Tech-savvy with a process-oriented, logical mindset.