Job Summary
The Service Coordinator will be responsible for coordinating pre-sales and post-sales service activities, ensuring timely customer support, effective complaint resolution, and seamless coordination between customers, the Sales Team, Service Engineers, and internal departments. The role requires strong analytical abilities, excellent coordination skills, and proficiency in data reporting to ensure high levels of customer satisfaction and service excellence.
Key Roles & Responsibilities1. Pre-Sales Service Coordination
- Coordinate with the Sales Team to understand customer requirements and project timelines.
- Arrange technical discussions, site visits, and product demonstrations as required.
- Coordinate the preparation of technical documents, drawings, compliance certificates, and other pre-sales documentation.
- Support the sales team by providing service-related information before order finalization.
2. Post-Sales Customer Support
- Receive, register, and acknowledge customer complaints through phone, email, or CRM.
- Assign service requests to Service Engineers based on location, expertise, and priority.
- Monitor service requests until successful closure within defined turnaround time (TAT).
- Coordinate installation, commissioning, warranty, and preventive maintenance activities.
- Ensure timely communication with customers regarding service progress.
3. Complaint Management & Resolution
- Maintain an accurate complaint register with complete details.
- Ensure prompt response and resolution of customer complaints.
- Coordinate with internal departments to identify root causes and implement corrective actions.
- Escalate critical or unresolved issues to the Service Manager.
- Follow up with customers to ensure complete satisfaction after issue resolution.
4. Service Planning & Coordination
- Schedule engineers for installations, inspections, preventive maintenance, and breakdown calls.
- Coordinate the availability of manpower, tools, and service materials.
- Plan engineer visits to maximize productivity and minimize response time.
- Monitor pending service calls and ensure timely completion.
5. Customer Relationship Management
- Act as the primary point of contact for all service-related customer communication.
- Provide regular updates on complaint status and service schedules.
- Collect customer feedback after service completion.
- Build strong customer relationships through responsive and professional service.
6. Documentation, MIS & Reporting
- Maintain records of service requests, complaint logs, installation reports, warranty records, AMC contracts, and service reports.
- Prepare Daily, Weekly, and Monthly MIS reports.
- Develop and maintain dashboards and analytical reports using Advanced Excel and Power BI.
- Analyze service performance metrics and identify opportunities for process improvement.
7. Internal Coordination
- Coordinate with Sales, Projects, Service Engineers, Stores, Logistics, Production, and Accounts for smooth execution of service activities.
- Ensure effective communication between departments for timely issue resolution.
8. Spare Parts Coordination
- Coordinate with Stores for spare parts availability.
- Track pending spare parts requirements and ensure timely dispatch.
- Maintain records of spare parts issued against each service call.
9. Continuous Improvement
- Monitor customer satisfaction and service quality.
- Identify recurring service issues and recommend preventive actions.
- Support implementation of service process improvements and customer experience initiatives.
Qualifications
- Graduate in any discipline.
- Diploma/B.Tech in Mechanical, Electrical, Electronics, or related engineering discipline will be an added advantage.
Experience
- Minimum 1 year of relevant experience in Service Coordination, Customer Support, Customer Service, or Complaint Management.
Required Skills
- Strong customer service and complaint-handling skills.
- Excellent verbal and written communication.
- Strong coordination and follow-up abilities.
- Good analytical and problem-solving skills.
- Proficiency in CRM software and Microsoft Office.
- Strong working knowledge of Advanced Microsoft Excel (Pivot Tables, XLOOKUP/VLOOKUP, Power Query, Dashboards, Charts, Data Validation, etc.).
- Hands-on experience with Microsoft Power BI for creating dashboards, reports, and data visualization.
- Ability to analyze service data and generate actionable insights.
- Excellent organizational and time management skills.
- Ability to work under pressure while meeting service SLAs.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Cell phone reimbursement
- Food provided
- Leave encashment
Work Location: In person
