Job Summary
We are looking for a Printer Service & AMC Coordinator to manage service requests, AMC operations, engineer coordination, and customer communication for our printer support business. The candidate will be responsible for ensuring timely resolution of service calls, maintaining service records, coordinating with field engineers, and ensuring adherence to SLA commitments.
Key Responsibilities
- Coordinate and assign printer service calls to field engineers.
- Monitor service ticket closure within defined SLA timelines.
- Schedule preventive maintenance visits under AMC contracts.
- Track pending calls and follow up with engineers and customers for timely resolution.
- Maintain service records, AMC schedules, machine installation data, and asset information.
- Coordinate spare parts procurement and dispatch for service requirements.
- Prepare service reports and customer updates.
- Manage customer escalations and ensure satisfactory closure.
- Coordinate printer installations, relocations, and de-installations.
- Generate monthly service performance reports and AMC compliance reports.
- Maintain communication with customers across PAN India locations.
- Update CRM/Excel-based service management systems regularly.
Required Skills
- Good communication skills in English and Hindi.
- Strong coordination and follow-up abilities.
- Knowledge of printers, MFPs, scanners, and managed print services preferred.
- Proficiency in MS Excel, Google Sheets, and email communication.
- Ability to manage multiple service requests simultaneously.
- Customer-focused approach and problem-solving skills.
Preferred Qualifications
- Graduate in any discipline.
- Experience in printer service industry, IT hardware support, facility management, or AMC coordination.
- Familiarity with HP, Canon, Epson, Brother, Kyocera, Ricoh, or Xerox devices will be an advantage.
Key Performance Indicators (KPIs)
- Service call closure within SLA.
- AMC preventive maintenance compliance.
- Customer satisfaction.
- Reduction in pending and overdue tickets.
- Accurate service documentation and reporting.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
