Senior Service Coordinator
Company: Aquaneeta Industries Pvt. Ltd.
Location: Kochi, Kerala
Job Type: Full-time
Job Summary
Aquaneeta Industries Pvt. Ltd. is looking for an experienced and result-oriented Senior Service Coordinator to lead and manage the service coordination function. The role is responsible for ensuring efficient scheduling of service requests, maximizing service conversion, improving customer satisfaction, supporting field service technicians, and mentoring the service coordination team.
The ideal candidate should have strong leadership, communication, analytical, and organizational skills with experience in managing after-sales service operations.
Key ResponsibilitiesService Operations
- Lead the daily service coordination activities and ensure smooth execution of service operations.
- Allocate service requests to technicians based on location, priority, workload, and skill set.
- Monitor service call status and ensure timely completion of all assigned jobs.
- Optimize technician utilization and reduce service delays.
- Ensure preventive maintenance schedules are executed on time.
Customer Relationship Management
- Build and maintain strong customer relationships through proactive communication.
- Monitor customer satisfaction and ensure prompt resolution of escalated complaints.
- Improve customer retention through effective follow-up and after-service engagement.
- Ensure every customer receives timely updates regarding their service requests.
Team Leadership
- Supervise and guide the Service Coordinators to achieve daily operational goals.
- Monitor individual performance and productivity of coordinators.
- Provide coaching, training, and continuous feedback to improve team performance.
- Ensure discipline, attendance, reporting, and adherence to company procedures.
Service Revenue & Performance
- Drive service conversion and achieve monthly revenue targets.
- Monitor conversion rates from customer database campaigns.
- Analyze reasons for lost service opportunities and implement corrective actions.
- Identify upselling and annual maintenance contract (AMC) opportunities.
Reporting & Documentation
- Review the accuracy of job cards, service reports, and customer records.
- Maintain service MIS, dashboards, and performance reports.
- Present daily, weekly, and monthly reports to management.
- Ensure accurate documentation in ERP/CRM systems and Microsoft Excel.
Process Improvement
- Identify gaps in service operations and recommend process improvements.
- Develop and implement standard operating procedures (SOPs).
- Coordinate with Sales, Accounts, Production, and Warehouse departments to ensure seamless customer service.
- Support the implementation of digital tools and automation to improve service efficiency.
Required Skills
- Strong leadership and team management abilities.
- Excellent communication and customer relationship skills.
- Strong planning, coordination, and organizational skills.
- Analytical thinking with the ability to interpret service performance data.
- Proficiency in Microsoft Excel, Word, and ERP/CRM software.
- Excellent problem-solving and decision-making skills.
- Ability to work under pressure and manage multiple priorities.
Qualifications
- Bachelor's Degree in Business Administration, Commerce, Management, or a related field.
- 3–6 years of experience in service coordination, customer support, or after-sales service.
- Minimum 1–2 years of experience leading or supervising a team is preferred.
Preferred Industry Experience
- Water Purifiers
- Home Appliances
- HVAC
- Electrical Products
- Consumer Durables
- Technical Service Operations
Key Performance Indicators (KPIs)
- Service conversion percentage
- Monthly service revenue achievement
- Technician utilization rate
- On-time service allocation
- First-time service completion rate
- Customer Satisfaction (CSAT)
- Complaint resolution turnaround time
- Pending service call reduction
- Team productivity and performance
- Accuracy of job card documentation
- Customer retention rate
Why Join Aquaneeta?
- Opportunity to lead a growing service operations team.
- Performance-based incentives.
- Career advancement opportunities.
- Professional development and leadership training.
- Supportive and growth-oriented work environment.
Preferred Candidate Profile
- Proven ability to lead a service coordination team.
- Customer-centric mindset with excellent interpersonal skills.
- Strong analytical and reporting capabilities.
- Ability to improve systems, drive accountability, and achieve measurable operational results.
- Self-motivated, disciplined, and capable of making informed operational decisions.
Job Type: Full-time
Pay: ₹15,000.00 - ₹22,000.00 per month
Benefits:
- Cell phone reimbursement
- Provident Fund
Work Location: In person
