Service Coordinator

Job Title:

Department

Reporting To

Location:

Employment Type:

Job Summary:

Key Responsibilities:

• ‌Schedule, assign, and monitor service calls for field engineers and technicians.
• ‌Maintain detailed records of service requests, customer feedback, and job completion reports.
• ‌Ensure prompt communication between clients and the service team regarding updates, delays, or requirements.
• ‌Prepare and manage service documentation such as work orders, service reports, invoices, and quotations.
• ‌Coordinate preventive maintenance schedules and ensure adherence to timelines.
• ‌Handle customer complaints and escalate unresolved issues to the Service Manager.
• ‌Track spare parts inventory and coordinate with procurement for replenishment.
• ‌Generate daily, weekly, and monthly service performance reports.
• ‌Support in warranty claim processing and maintain warranty records.
• ‌Ensure compliance with company policies, safety procedures, and customer service standards.
  

Required Skills and Competencies:

• ‌Proficiency in Advance Excel and Computer Tally
• ‌Strong organizational and multitasking skills.
• ‌Excellent formal communication and interpersonal abilities.
• ‌Ability to handle pressure and manage multiple service requests efficiently.
• ‌Customer-oriented attitude with problem-solving skills.
• ‌Attention to detail and a proactive approach to work.
  

Education and Experience:

• ‌Bachelor’s Degree or Diploma in Engineering / Business Administration / Commerce / Related field.
• ‌2–5 years of experience in service coordination, preferably in power, electrical, or technical industries.
• ‌Experience with CRM systems will be an advantage.
  

Key Performance Indicators (KPIs):

• ‌Timely closure of service requests
• ‌Customer satisfaction and feedback scores
• ‌Accuracy of service documentation
• ‌Service engineer utilization rate
• ‌Compliance with preventive maintenance schedules
  

Work Environment: