Service Coordinator

Role & responsibilities

• Act as the point of coordination between customers and internal teams for service operations.
• Receive, log, prioritize, and follow up on service calls and complaints, ensuring service teams are assigned in an efficient and timely manner.
• Use SAP Sales & Distribution (SD) module to track orders, service sales, invoicing, deliveries related to service parts and repairs. Maintain accurate customer master, service order creation, billing, and tracking through SAP SD.
• Monitor parts inventory and requisition spares as required; coordinate with logistics, purchasing teams, and stores to ensure timely availability of spare parts.
• Maintain service level agreement (SLA) compliance: monitor response times, resolution times, escalate when needed.
• Prepare service reports, customer feedback, and maintain documentation (service logs, warranty claims, field reports).
• Liaise with Sales, Quality, Technical, and Finance teams to ensure customer satisfaction and service profitability.
• Assist in continuous improvement of service operations: identify recurring issues, suggest process changes, optimize workflows related to service coordination.

Skills & Qualifications

• Bachelors degree
• 4-5 years of relevant experience in service coordination / field service / customer support in a manufacturing / commercial refrigeration / durable goods environment.
• Strong hands-on knowledge of

  SAP SD module

  : service order processing, billing, order to cash (OTC) flow, customer master data, shipping/delivery, invoicing.
• Good communication skills (verbal & written), especially in coordinating across teams and dealing with customers.
• Strong organisational skills, ability to prioritise under pressure.
• Problem solving mindset; ability to work with field teams & understand technical issues sufficiently to schedule and follow up.