Service Coordinator

To ensure timely coordination, tracking, and closure of service requests (AMC & breakdown), while maintaining client communication, SLA adherence, and service documentation across multiple locations. Key Responsibilities 1. Service Call Management Receive, log, and track service requests (AMC, breakdown, preventive maintenance). Assign calls to field technicians / regional partners as per location and skill set. Monitor service TAT and SLA compliance and ensure timely resolution. 2. Customer Coordination Act as the single point of contact for clients for service-related communication. Provide call status updates, expected resolution time, and closure confirmation. Handle client escalations professionally and coordinate internally for resolution. 3. Vendor & Technician Coordination Coordinate with service partners, technicians, and OEMs for job execution. Ensure technicians carry required tools, spares, and approvals before site visit. Validate job completion reports, service checklists, and photographs. 4. Preventive Maintenance (PPM) Coordination Plan and schedule PPM visits as per AMC contracts. Share PPM schedules with clients and service teams. Ensure PPM reports are submitted and approved. 5. Documentation & Reporting Maintain service records: call logs, PPM reports, job cards, invoices. Update service dashboards / trackers (Excel / CRM / FSM tools). Generate weekly / monthly MIS reports for management and clients. 6. Billing & Commercial Support Coordinate with finance for service-based invoicing. Validate chargeable jobs, spares replacement approvals, and quotations. Track pending approvals, PO status, and invoice submissions. Skills & Competencies Technical & Functional Basic understanding of AMC services (AC, electrical, UPS – preferred). Knowledge of service workflows, SLAs, and escalation handling. Proficient in MS Excel, email communication, and service trackers. Behavioural Strong communication and coordination skills. Ability to handle multiple calls and priorities. Customer-focused, calm under pressure, detail-oriented. Qualifications Graduate / Diploma (any discipline). 1–4 years experience in service coordination / customer support / facilities / AMC operations preferred.