Service Executive – Backend Operations
Department: Service & Support
Location: Shapar-Veraval, Rajkot
Reporting To: Service Manager
Job Summary
We are looking for a Service Executive to manage and coordinate backend activities of the Service Department. The candidate will be responsible for handling service documentation, customer service records, engineer scheduling, spare parts coordination, and ensuring smooth communication between customers, service engineers, and internal departments.
Key ResponsibilitiesService Coordination
- Plan and schedule service engineers for installation, breakdown, and maintenance visits.
- Track daily service activities and maintain service reports.
- Follow up with customers regarding service requests and complaints.
- Ensure timely closure of service calls.
Documentation & Reporting
- Maintain service records, machine installation records, and AMC data.
- Prepare service quotations, service reports, and customer correspondence.
- Update ERP/Excel records related to service activities.
- Generate daily, weekly, and monthly service reports.
Spare Parts Coordination
- Coordinate with Stores and Purchase departments for spare part availability.
- Prepare spare part quotations and dispatch requests.
- Track pending spare parts and customer requirements.
Customer Support
- Handle customer inquiries via phone, email, and WhatsApp.
- Maintain customer service history and machine records.
- Coordinate with customers for service visit schedules.
Internal Coordination
- Work closely with Production, Design, Purchase, Stores, and Accounts departments.
- Support the service team in documentation and operational activities.
- Ensure proper communication between field engineers and management.
Required Skills
- Good communication and coordination skills.
- Proficiency in MS Excel, Word, and Email communication.
- Ability to handle multiple tasks and maintain records accurately.
- Strong follow-up and problem-solving skills.
- ERP/Tally knowledge will be an added advantage.
Qualification
- Diploma / Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Commerce, or related field.
Experience
- 1–4 years of experience in Service Coordination, Customer Support, or Backend Operations in a manufacturing company.
- Freshers with good communication and computer skills may also apply.
Key Performance Indicators (KPIs)
- Service call response time.
- Service call closure rate.
- Accuracy of service records and reports.
- Customer satisfaction and follow-up effectiveness.
- Timely coordination of spare parts and service engineers.
Pay: ₹13,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
