Job Description (JD)
Position - Service Coordinator – Commercial Kitchen Equipment
Company KNI Services Pvt. Ltd. (Kitchen Network International)
Location - Ahmedabad, Gujarat
Department - Technical Service & Operations
Reports To - Service Head – Commercial Kitchen Equipment
About KNI
KNI Services Pvt. Ltd. (Kitchen Network International) is building India's largest technology-driven service network for Commercial Kitchen Equipment. Through the KNI Application, we provide Installation, Breakdown Service, Preventive Maintenance (PM), Annual Maintenance Contracts (AMC), Spare Parts Management, Technical Support, and Certified Service Engineers across India.
Position Overview
We are looking for an experienced Service Coordinator with sound knowledge of Commercial Kitchen Equipment to efficiently manage daily service operations through the KNI Service Application.
The ideal candidate should be technically knowledgeable, highly organized, and capable of coordinating customers, service engineers, spare parts, and service schedules while ensuring timely closure of service requests and an excellent customer experience.
Key Responsibilities
Service Call Management
Receive customer complaints through phone, WhatsApp, email, and the KNI Application.
Register and assign service calls in the KNI Service Application.
Prioritize emergency and breakdown service requests.
Allocate service engineers based on location, expertise, and availability.
Monitor service response time and ensure timely closure of service calls.
Follow up with customers until the complaint is completely resolved.
Escalate unresolved technical issues to the Service Head.
Customer Support
Provide first-level technical guidance to customers over phone or video call.
Understand customer complaints and perform preliminary troubleshooting.
Guide customers on basic operational checks before dispatching an engineer.
Explain service procedures, AMC coverage, spare part availability, and service timelines.
Maintain professional communication and ensure customer satisfaction.
Service Engineer Coordination
Schedule daily service calls and optimize engineer routes.
Coordinate installation, preventive maintenance, breakdown, warranty, and AMC visits.
Track engineer attendance, movement, and job completion.
Verify digital service reports submitted by engineers.
Ensure engineers follow KNI SOPs and service standards.
Coordinate with technicians for urgent service requirements.
KNI Application Management
Manage all service activities through the KNI Service Application.
Create and assign service tickets.
Monitor real-time service status.
Update customer records and equipment history.
Upload photographs, service reports, and job completion records.
Ensure accurate digital documentation of every service call.
Generate service performance reports and analytics.
Spare Parts Management
Maintain inventory of spare parts and consumables.
Coordinate spare part dispatch to service engineers.
Monitor stock levels and initiate purchase requests when required.
Maintain inward and outward stock records.
Verify spare parts consumption against service reports.
Ensure proper stock reconciliation and inventory accuracy.
Documentation & Reporting
Maintain complete customer service history.
Manage AMC records and preventive maintenance schedules.
Prepare daily, weekly, and monthly service reports.
Maintain equipment installation records.
Track warranty status and service contracts.
Ensure complete documentation for every completed service call.
Desired Skills
Strong knowledge of Commercial Kitchen Equipment
Service Coordination & Planning
Customer Relationship Management
Technical Troubleshooting
Spare Parts Management
Inventory Control
Complaint Handling
AMC Management
Documentation & Reporting
Computer & ERP/App Management
MS Excel & Microsoft Office
Excellent Communication Skills
Time Management
Team Coordination
Multi-tasking Ability
Qualifications
Diploma / Bachelor's Degree in Mechanical, Electrical, Refrigeration, Hospitality Engineering, or a related field.
Good technical understanding of imported commercial kitchen equipment will be an added advantage.
Key Performance Indicators (KPIs)
Service Response Time
Service Call Closure Rate
Customer Satisfaction (CSAT)
First-Time Resolution Support
Engineer Utilization
Spare Parts Inventory Accuracy
AMC Service Compliance
Complaint Resolution Time
Documentation Accuracy
Service Ticket Management Efficiency
Benefits
Competitive Salary
Performance Incentives
Professional Growth Opportunities
Technical Training & Certification
Exposure to Premium International Commercial Kitchen Equipment
Opportunity to Work with India's Largest Commercial Kitchen Service Network
How to Apply
Interested candidates who have experience in Commercial Kitchen Equipment Service Coordination are invited to apply.
Email: [email protected]
Mobile: +91 80017 00002
Website: www.kniservices.com
Work Location: Remote
