We're enhancing the way we live and work by intelligently connecting energy systems, buildings and industries!!
Smart infrastructure from Siemens makes the world a more connected and caring place – where resources are valued, where impact on the world is considered, where sustainable energy is delivered reliably and efficiently. It provides the flexible infrastructure to allow society to evolve and respond to changing conditions. Technology and the ingenuity of people come together to be at one with our environments and to care for our world. We do this from the macro to the micro level, from physical products, components and systems to connected, cloud-based digital offerings and services. Siemens offers a broad portfolio of grid control and automation; low- and medium-voltage power distribution, switching and control; and building automation, fire safety and security, HVAC control and energy solutions.
Role Summary
Service Coordinator owns end-to-end back-office coordination for service calls (PM/breakdown/warranty/AMC) and drive closure discipline + MIS reporting. Act as internal SPOC, ensure reporting correctness, and support invoice readiness. Publish daily/weekly/monthly MIS on SLA, backlog, PM completion, closure quality, order booking and billing readiness.
This role is the backbone of service delivery—ensuring SLA adherence, smooth coordination of field activities, and proactive cross team communication to improve our customer’s experience.
Key Responsibilities
1) Service Coordination & Operations
- Coordinate with field service organization & relevant stakeholders for effective service delivery of Breakdown calls, preventive maintenance (PM), warranty support across service lifecycle.
- Ensure SLA/TAT adherence with service priorities in accordance of contractual obligations and customer’s needs.
- Proactively manage aging/backlog, follow-ups, and escalations for timely resolution.
2) Customer & Internal Interface
- Act as SPOC for customers on appointments, call status, service updates, and closure coordination.
- Provide structured updates on progress, dependencies, risk, and closure status (internal + customer-facing).
- Establish appropriate quality control of delivered services and Implement Best service practices that meet the customers’ and own organization’s needs
3) Systems, Documentation & Entitlement
- Maintain accurate service records in ERP/CRM/ticketing tools (e.g., SAP, internal tools).
- Ensure first-time-right documentation: service reports, PM checklists, closure notes, customer sign-off (as required).
- Support AMC/Warranty entitlement validation (coverage, validity, scope boundaries) and accurate master data (site/asset/contract).
4) MIS, Performance Monitoring & Analytics
- Prepare daily, weekly, and monthly MIS reports, and proactively engage with customers to enhance their scorecard performance
- Build and maintain dashboards & trackers (Excel/Power BI as applicable) with drilldowns - site/customer/region/category/engineer-based segmentation.
5) Compliance & Quality
- Ensure adherence to Siemens processes, EHS guidelines, and quality standards.
- Maintain audit-ready service and commercial documentation and ensure traceability of actions.
Key Performance Indicators (KPIs) for this role
- SLA compliance (% calls closed within TAT)
- Preventive maintenance completion rate
- Backlog aging / pending calls reduction
- First-time-right closure / documentation rework reduction
- Billing accuracy and billing cycle time
- Customer satisfaction (CSAT)
Education & Experience
Graduate / Diploma in:
- Electrical / Electronics / Instrumentation / Automation / IT
- OR any graduate with strong relevant service coordination experience
- 2–6 years working experience in Building Technologies industry managing service coordination / service operations / dispatch & scheduling / service administration
- Preferred exposure to:
- Fire safety systems service operations
- Security systems service operations (Access Control / CCTV)
- Building Management System ( BMS) and Smart Building solutions
- Exposure to AMC lifecycle management, entitlement checks, service contracts is a strong advantage
Required Skills
- Strong service coordination & SLA governance
- Strong Excel-based MIS, Power point presentation and Power BI reporting
- Data accuracy, reconciliation, audit discipline
- Stakeholder management and customer communication
- ERP/CRM/ticketing tool proficiency (preferred)
Make your mark in our exciting world of Siemens
We’re Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality and we welcome applications that reflect the diversity of the communities we work in across Gender, LGBTQ+, Abilities & Ethnicity. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and imagination, and help us shape tomorrow.
Find out more about Smart Infrastructure at: https://new.siemens.com/global/en/company/topic-areas/smart-infrastructure.html and about Siemens careers at: www.siemens.com/careers
