Job Summary
The Service Coordinator is responsible for managing and coordinating the daily activities of field service technicians who handle installation, repair, and maintenance of home and kitchen appliances. The role acts as the central point of contact between customers, field staff, and management, ensuring timely, efficient, and quality service delivery.
Key Responsibilities
- Schedule and assign service calls (installation, repair, maintenance) to field technicians based on location, urgency, and technician availability/skillset
- Track technician movement and job status throughout the day; ensure timely closure of assigned tickets
- Serve as the primary contact for customers regarding service requests, complaints, and follow-ups
- Coordinate spare parts availability with the inventory/warehouse team to avoid delays in service completion
- Maintain accurate records of service calls, technician performance, turnaround time (TAT), and customer feedback
- Follow up on pending or delayed service cases and escalate unresolved issues to the Service Manager
- Ensure technicians carry required tools, spare parts, and documentation before dispatch
- Prepare daily/weekly/monthly service reports (calls attended, pending calls, TAT, customer satisfaction)
- Coordinate warranty and AMC (Annual Maintenance Contract) service schedules
- Handle customer escalations professionally and ensure timely resolution
- Support onboarding and route planning for new field staff
- Coordinate with sales/dealers for product-related service issues
Required Skills & Qualifications
- Bachelor's degree or diploma in any discipline (preference for technical/engineering background)
- 1–3 years of experience in service coordination, preferably in appliances, electronics, or a related field
- Strong communication skills (spoken and written)
- Proficiency in MS Excel and service management/CRM software
- Good organizational and multitasking abilities
- Ability to handle customer complaints calmly and professionally
- Basic understanding of home/kitchen appliance products and common service issues is an advantage
- Two-wheeler/valid driving license may be preferred for occasional field visits
Work Location: In person
