Job Description: Service Coordinator – CCTV, Fire Alarm & ELV Systems
Company: Locus Fire & Security India Private Limited
Department: Service & Operations
Location: Unitech Arcadia, Sector 49, Sohna Road, Gurugram, Haryana
Employment Type: Full-time | Work from Office
Experience Required: 2–5 years in service coordination, AMC coordination, customer support, or field service operations
Salary: Commensurate with experience and skills
Role Overview
Locus Fire & Security India Private Limited is looking for a proactive and well-organised Service Coordinator to manage day-to-day service coordination for CCTV, fire alarm, access control, public address, networking, and other electronic security systems.
The candidate will serve as the central coordination point between customers, service engineers, the Technical Manager, and internal departments. The role involves registering service requests, scheduling engineer visits, tracking pending work, coordinating materials, and ensuring that every service request is followed through to documented closure.
This is a coordination and follow-up role—not a field technician or direct sales position. Strong ownership, communication, and consistent follow-up are essential.
Key Responsibilities1. Service Requests & Ticket Management
Receive and register customer complaints and service requests through phone, email, WhatsApp, and the company’s ticketing system. Maintain complete records of the customer, site, reported issue, priority, assigned engineer, committed timeline, and current status.
Ensure that every open ticket has an assigned owner and a clearly defined next action.
2. Engineer Scheduling & Deployment
Prepare daily deployment plans based on service priorities, engineer availability, location, and technical requirements. Coordinate site access, customer availability, required materials, and visit arrangements before deployment.
Track engineer arrival, work progress, completion status, and pending activities. Ensure engineers provide timely operational updates and service reports.
3. Customer Communication & Follow-up
Keep customers informed about visit schedules, expected arrival times, service progress, and pending requirements. Proactively follow up with engineers and internal teams rather than waiting for customers to raise reminders.
Escalate technical issues to the Technical Manager and commercial exceptions or sensitive customer matters to management.
4. AMC & Preventive Maintenance Coordination
Maintain an updated tracker of Annual Maintenance Contracts (AMCs), covered sites, service scope, preventive maintenance schedules, and contract expiry dates.
Schedule preventive maintenance visits in advance, obtain customer confirmation, track completion, and arrange follow-up for missed visits. Coordinate upcoming renewal requirements with the sales and management teams.
5. Materials, Spares & Quotation Coordination
Collect material and spare-part requirements from engineers and coordinate with procurement, stores, vendors, and the quotation team. Track availability, approvals, dispatch, delivery, repair, and replacement status.
Follow up on pending quotations and customer approvals to prevent avoidable service delays. Ensure that pricing, warranty commitments, and additional work are approved by the authorised team before being communicated to customers.
6. Service Documentation & Closure
Collect engineer visit reports, customer acknowledgements, photographs, and relevant supporting documents. Verify that completed work and unresolved issues are recorded accurately before updating the ticket status.
Coordinate with Accounts for billable visits, approved additional work, and supporting billing documents. Do not mark partially completed or unresolved work as closed.
7. Daily MIS & Pending-Work Tracking
Maintain a central service tracker covering open complaints, engineer deployment, preventive maintenance visits, material dependencies, and pending approvals.
Submit a daily service closure report by 6:00 PM, highlighting completed work, pending cases, ageing, reasons for delay, responsible owners, next actions, billing requirements, and the next day’s deployment plan. Give particular attention to cases pending for more than 48 hours.
Candidate Requirements
A graduate or diploma holder with relevant experience in service coordination, AMC operations, helpdesk support, or field service management. Experience with CCTV, fire alarm, electronic security, IT services, electrical maintenance, or facilities management will be preferred.
The candidate should be comfortable using Microsoft Excel, email, Google Sheets, and structured WhatsApp communication. Familiarity with Zoho Desk, Zoho CRM, or another service ticketing platform will be an advantage.
Good communication in Hindi and basic written and spoken English is required. The candidate must be able to coordinate multiple engineers and customer requests, maintain accurate records, prioritise urgent cases, and follow up consistently without repeated reminders.
Basic understanding of CCTV, fire alarm, access control, and networking terminology is desirable; advanced technical troubleshooting expertise is not required.
Key Performance Indicators
Performance will be assessed on timely ticket registration and engineer allocation, proactive customer updates, preventive maintenance completion, accurate service documentation, timely daily reporting, and reduction in overdue service cases.
How to Apply
Interested candidates may apply through Indeed with an updated résumé mentioning relevant experience, current and expected salary, notice period, and current location.
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
