Job Summary
The Sr. Service Coordinator is responsible for managing after-sales service operations for E-Rickshaw batteries, ensuring timely resolution of customer complaints, coordinating field service engineers, maintaining service records, managing warranty claims, and improving customer satisfaction. The role acts as the key link between customers, dealers, service technicians, and internal departments.
Key Responsibilities: Service Operations
- Coordinate and monitor daily service activities for E-Rickshaw battery customers.
- Allocate service calls to field technicians and ensure timely closure.
- Track service tickets from complaint registration to resolution.
- Ensure adherence to service TAT (turnaround time) and SLA commitments.
- Monitor preventive and corrective maintenance activities.
Customer Support
- Handle customer complaints related to battery performance, charging issues, warranty, and field failures.
- Provide regular updates to customers regarding complaint status and resolution timelines.
- Ensure high customer satisfaction through prompt support and follow-up.
Team Coordination
- Coordinate with Service Engineers, Dealers, and Regional Service Teams.
- Schedule technician visits and optimize field resources.
- Support technician training and performance monitoring.
- Escalate critical technical issues to senior management and technical teams.
Warranty & Documentation
- Verify warranty eligibility and process warranty claims.
- Maintain service reports, battery replacement records, and failure analysis data.
- Generate daily, weekly, and monthly service MIS reports.
- Maintain customer service history and complaint databases.
Inventory & Spare Management
- Coordinate battery replacements and spare parts availability.
- Track inventory levels of service-related materials and escalate shortages.
- Coordinate with stores and logistics teams for material dispatch.
Continuous Improvement
- Analyze recurring battery failures and customer complaints.
- Support root cause analysis (RCA) and corrective actions.
- Suggest process improvements to enhance service quality and operational efficiency.
Required Qualifications
- Diploma/B.Tech in Electrical, Electronics, Mechanical, or a related field.
- 5–8 years of experience in battery, EV, automotive, e-rickshaw, or after-sales service operations.
- Experience handling Lithium-ion batteries, lead-acid batteries, or EV service operations preferred.
Key Skills
- Customer Complaint Handling
- Service Coordination & Dispatch Management
- Warranty Management
- Battery Troubleshooting
- Dealer Network Coordination
- MIS Reporting & Documentation
- ERP/CRM Systems
- MS Excel & MS Office
- Team Management & Communication Skills
KPIs
- Service TAT Compliance
- Complaint Closure Rate
- Customer Satisfaction Score (CSAT)
- Warranty Claim Processing Time
- First-Time Resolution Rate
- Dealer & Customer Support Effectiveness
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Provident Fund
Work Location: In person
