Service Coordinator

1. Service Request & Ticket Management

• Receive service requests via phone, email, ticketing tools, or CRM.
• Log and assign tickets to the appropriate engineers based on skill, location, and SLA priority.
• Monitor ticket progress and ensure closure within defined SLAs.
• Escalate unresolved issues to Service Head / Project Head.

2. Engineer Coordination & Field Support

• Allocate tasks to field engineers, remote support engineers, and L1/L2 teams.
• Track engineer movement, site visits, and service schedules.
• Ensure engineers follow proper checklists, SOPs, and service protocols.
• Collect service reports, installation reports, and closure notes.

3. Customer Communication & Updates

• Provide timely updates to customers on ticket status, engineer visit, and issue resolution.
• Maintain professional communication and ensure customer satisfaction.
• Handle customer escalations and coordinate with senior technical teams for resolution.

4. Inventory & Material Coordination

• Coordinate with stores/logistics team for hardware/part replacements.
• Track RMA items, warranty claims, and DOA replacements.
• Maintain stock availability for service-related items.

5. Preventive Maintenance (PM) Management

• Prepare and maintain PM schedules for AMC/managed service customers.
• Remind engineers and customers about scheduled PM visits.
• Collect PM reports and update records.

6. Documentation & Reporting

• Maintain service-related documents: AMC lists, asset lists, warranties, and installation history.
• Prepare daily/weekly/monthly service reports for management.
• Maintain customer database, service history, and SLA compliance reports.

7. Coordination with HR for Engineer Compliance

(Since your company uses HR integration)

• Ensure updated engineer lists for ESI, Insurance, Accident Cover.
• Monitor leave, availability, and shift allocations for engineers.
• Inform HR in case of frequent absence or disciplinary issues.

8. Quote & Invoice Support (If required)

• Coordinate with Sales/Accounts for service quotations (AMC, spares, visit charges).
• Support in raising invoices for completed service calls or contracts.
• Follow up with clients for service-related commercial approvals.

9. Process Compliance & Service Quality

• Ensure engineers follow company standards for installation & troubleshooting.
• Track SLA performance and highlight delays or bottlenecks.
• Support implementation of ISO/ITIL processes if applicable.

10. Coordination with OEMs / Vendors

• Raise support tickets with OEM partners (Cisco, HP, Dell, Fortinet, etc.).
• Follow up for replacement parts, RMAs, warranty calls.
• Maintain vendor escalation contacts and logs.

Job Types: Full-time, Permanent, Fresher

Pay: From ₹15,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person