Key Responsibilities:
- Coordinate end-to-end project activities, ensuring timely delivery of digital signage installations and solutions.
- Act as the primary liaison between clients, customers, vendors, and internal teams to ensure seamless communication and project execution.
- Oversee project timelines, track progress, and ensure all deliverables meet quality standards and deadlines.
- Identify potential issues early and handle escalations promptly to maintain customer satisfaction.
- Collaborate with technical teams to ensure proper installation, functionality, and post-installation support for clients.
- Maintain detailed project documentation and provide regular updates to stakeholders.
Skills & Qualifications:
- Strong organizational and multitasking abilities.
- Excellent communication and interpersonal skills to manage diverse stakeholders.
- Problem-solving mindset and ability to manage escalations effectively.
- Experience in project coordination or management, preferably in the Audio-Video or digital signage industry.
- Proficiency with project management tools and software is a plus.
Core Work
. Pending and Closed Calls Report
- Maintain and share a daily service call report clearly indicating pending, in-progress, and closed calls.
- Ensure timely follow-up on pending calls to avoid SLA breaches.
2. Number of Chargeable Calls (Pivot Table Report)
- Track and segregate chargeable and non-chargeable calls using a pivot table and share the report with Mr. Ranjeet.
- Share a consolidated monthly report highlighting total chargeable calls customer-wise and engineer-wise.
3. Engineer Review Count and Sharing List
- Monitor the number of reviews/feedback entries received for each engineer.
- Share an engineer-wise review count and performance summary periodically with the management team.
4. Monthly Engineer Meeting
- Conduct a monthly meeting with engineers and ensure it is held on time.
- Clearly explain expectations, updates, and action points during the meeting.
5. Engineer Safety Compliance
- Ensure all engineers use mandatory safety equipment while performing any service or installation activity.
- Monitor and enforce compliance at all sites.
6. Customer Coordination
- Coordinate with customers before scheduling the engineer visit.
- Follow up with customers after service completion to confirm closure and satisfaction.
7. Project-Wise Data Update
- Maintain and update project-wise data as per the shared format.
Work Profile for Service Coordinator/ Project Coordinator
Engineer Coordination & Call Management:
- Assign customer calls to engineers and track updates daily.
- Maintain a real-time status of calls (closed, pending, repeated) in the online software (SANGAM).
- Ensure engineers report upon reaching and leaving customer premises and confirm successful call completion with customer feedback.
- Handle online and in-house calls and close them promptly.
- Track engineers' locations and daily activity reports (DAR).
- Address gaps in engineers’ performance and report findings to HR.
Customer & AMC Management:
- Manage Annual Maintenance Contracts (AMC), including reminders, renewals, and feedback collection.
- Send AMC quotations and contracts to customers, maintain follow-ups, and update customer details in the database.
- Ensure all customer records have valid email IDs and update missing details promptly.
- Responsible for revenue generation through AMCs and other chargeable calls.
Data Management & Reporting:
- Maintain hard copies of call reports for unresolved online calls and update them in the system daily.
- Record and track details of chargeable calls and receipts in the system.
- Generate sales and performance reports as required.
- Follow up on payments and ensure accurate cash flow tracking.
Administrative & Operational Support:
- Coordinate material requirements and tool maintenance.
- Handle product replacements and inventory updates.
- Book travel arrangements for engineers and share details with accounts for processing.
- Organize quarterly team-building activities and assist in miscellaneous tasks assigned by Directors/Service Managers/HR.
Customer Communication & Branding:
- Start every call with: "Hello Bitsy, [Name] speaking."
- Confirm feedback from customers after every call before marking it as completed.
- Ensure branding stickers are pasted during dispatches of kiosks or video walls.
Compliance & Reporting:
- Ensure compliance with standard processes for call management and reporting.
- Notify and escalate issues such as gaps in engineer reviews or repeated call problems to management.
Performance Evaluation:
Performance will be evaluated monthly based on:
- Coordination efficiency.
- Timeliness in task completion.
- Customer and engineer feedback.
Revenue generation and call resolution metrics.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
