Job Overview
We are seeking an experienced and customer-focused Senior Service Coordinator to lead and manage our service operations. The ideal candidate will be responsible for overseeing the complete service department activities, coordinating with engineers, ensuring timely service delivery, improving operational processes and maintaining high levels of customer satisfaction.
The candidate should have strong coordination skills, leadership ability and experience in managing service operations, customer handling and field service teams.
Key Responsibilities
- Manage and oversee the complete day-to-day operations of the Service Department.
- Coordinate, allocate and monitor service engineers for customer calls, installations, preventive maintenance and breakdown services.
- Plan engineer schedules, travel arrangements, call priorities and ensure timely resolution of customer issues.
- Monitor service calls from initiation to closure and ensure proper follow-up with customers.
- Handle escalated customer concerns and ensure effective resolution within committed timelines.
- Maintain excellent customer relationships through proactive communication and service support.
- Supervise, guide, train and motivate service engineers and support staff.
- Track engineer performance, productivity, response time and service quality.
- Coordinate with internal departments such as Sales, Accounts, Stores and Management for smooth workflow.
- Maintain proper service documentation including service reports, call logs, AMC/Warranty records and customer history.
- Prepare and submit regular service reports, MIS reports and performance updates to management.
- Ensure proper management of service tools, equipment, spare parts and inventory.
- Coordinate spare part requirements and ensure availability for service execution.
- Develop and implement service procedures, processes, and best practices to improve efficiency.
- Identify areas for improvement, cost reduction, and better customer service delivery.
- Ensure compliance with company policies, safety guidelines, and industry standards.
Required Skills & Qualifications
- Proven experience as a Service Coordinator, Senior Service Executive or similar role.
- Experience in handling field service engineers and service operations.
- Strong leadership, coordination and team management skills.
- Excellent communication and customer handling abilities.
- Strong problem-solving and decision-making skills.
- Ability to manage multiple priorities and work under pressure.
- Good knowledge of MS Office (Excel, Word, Outlook) and service management software.
- Strong organizational skills with attention to detail.
- Experience in IT Hardware / Networking / System Integration / AMC services will be an added advantage.
Educational Qualification
Graduate / Diploma / Technical qualification preferred.
Experience
Minimum 2–3 years of relevant experience in service coordination or service operations management preferred.
Pay: ₹16,000.00 - ₹25,000.00 per month
Work Location: In person
