JOB BRIEF
Tech Long Packaging Machinery India Pvt. Ltd. is looking for a proactive and customer-focused Service Coordinator to manage after-sales service operations for our packaging machinery installed across client sites. The Service Coordinator will act as the primary point of contact between customers, service engineers, and internal departments, ensuring that service requests, spare parts, installations, and Annual Maintenance Contracts (AMC) are handled efficiently and professionally.
This role demands strong coordination skills, technical understanding of machinery service processes, and the ability to build lasting relationships with clients and service partners to ensure the highest standard of customer care.
KEY RESPONSIBILITIES
- Act as the first point of contact for customer service requests received via phone, email, chat, or in person, and respond in a timely and accurate manner.
- Coordinate and schedule service engineer visits for machine installation, commissioning, breakdown support, preventive maintenance, and AMC visits.
- Maintain and update internal databases/ERP with details of service calls, technical issues, spare parts usage, and customer interactions.
- Track and follow up on open service tickets to ensure timely closure and customer satisfaction.
- Coordinate with the Spare Parts and Logistics teams to ensure timely dispatch of required parts to customer sites.
- Support the Service Manager in planning, scheduling, and reporting of service activities, and in identifying process efficiencies.
- Maintain and develop strong relationships with key client contacts, dealers, and service partners across regions.
- Prepare and maintain accurate service reports, AMC renewal trackers, and service history records for all machines.
- Ensure all relevant paperwork, service reports, and customer sign-offs are completed and filed correctly.
- Gather customer feedback on service quality and machine performance, and share insights with the Product, Sales, and Marketing teams.
- Assist in preparing service cost estimates, quotations for AMC/spare parts, and coordinate invoicing with the Accounts team.
- Escalate unresolved technical issues to the Service Manager or relevant engineering team promptly.
REQUIREMENTS & QUALIFICATIONS
- Bachelor's degree/Diploma in Mechanical, Electrical, or a related Engineering discipline preferred; graduates in any discipline with relevant experience may also be considered.
- 3+ years of proven work experience as a Service Coordinator, preferably within machinery, capital equipment, or industrial manufacturing sector.
- Proficiency with MS Office Suite, particularly MS Excel; familiarity with ERP/CRM systems is an advantage.
- Excellent verbal and written communication skills with strong customer-handling ability.
- Strong analytical, multitasking, and organizational skills with attention to detail.
- Ability to interpret project/service data to make informed scheduling and planning decisions.
- Team-oriented mindset with the ability to motivate and coordinate across departments and with external partners.
- Strong aptitude for problem-solving and working under pressure to meet customer deadlines.
- Willingness to travel occasionally for client site coordination, if required.
KEY SKILLS
- Customer Relationship Management
- Service Scheduling & Planning
- Cross-functional Coordination
- Technical Documentation & Reporting
- Problem Solving & Escalation Management
Pay: ₹50,000.00 - ₹90,000.00 per month
Work Location: In person
