Service Coordinator

Service Coordinator / Service Desk ExecutiveCompany: PRB Infotech Sales & Service Pvt. Ltd.

Location: Kolkata, West Bengal

Employment Type: Full-Time

Department: Service & Operations

Experience: 1–3 Years

Job SummaryPRB Infotech Sales & Service Pvt. Ltd. is looking for a responsible and organized Service Coordinator / Service Desk Executive to manage day-to-day service operations and coordinate between customers, service engineers, sales and management.

The candidate will be responsible for receiving service requests, creating service tickets, assigning engineers, tracking job progress, updating customers, preparing service reports and ensuring timely closure of complaints.

• Key Responsibilities1. Service Request ManagementReceive customer service requests through phone, email, WhatsApp and other communication channels.
• Understand and record customer complaints accurately.
• Create and maintain service tickets/job sheets for every complaint.
• Record customer details, equipment details, complaint description and service requirements.
• Assign service requests to the appropriate engineer based on technical requirements and location.
• Monitor pending, ongoing and completed service calls.
• 2. Engineer CoordinationCoordinate daily schedules of field/service engineers.
• Assign onsite visits and communicate customer requirements to engineers.
• Track engineer arrival, service status and completion.
• Follow up with engineers for pending jobs and technical updates.
• Escalate delayed or critical service cases to management.
• Coordinate spare parts/equipment requirements with the technical team.
• 3. Customer CommunicationKeep customers informed about service status and expected timelines.
• Coordinate appointment timings between customers and engineers.
• Follow up with customers after service completion.
• Handle basic customer queries professionally.
• Escalate complaints that require management intervention.
• Maintain good customer relationships.
• 4. Service DocumentationMaintain service tickets, job sheets and engineer reports.
• Ensure engineers submit proper service reports after every visit.
• Maintain records of replaced parts and service charges.
• Prepare daily and weekly service reports.
• Track open and closed tickets.
• Maintain AMC customer records and service schedules.
• Maintain records of pending quotations and service approvals.
• 5. AMC & Preventive MaintenanceMaintain AMC customer database.
• Track preventive maintenance schedules.
• Coordinate scheduled AMC visits with customers and engineers.
• Ensure preventive maintenance reports are submitted.
• Follow up on upcoming AMC renewals and coordinate with the sales team.
• 6. Billing & Commercial CoordinationCoordinate with the accounts team for billable service calls.
• Confirm service charges, spare parts and other billable items with the concerned team.
• Ensure service reports/approvals are available before billing.
• Follow up for customer PO/service approval where required.
• Coordinate payment follow-ups with the accounts team when necessary.

Daily ResponsibilitiesThe Service Coordinator should ensure that every day:

• No customer complaint remains unattended.
• Every complaint has a proper ticket/job number.
• Engineers have clear daily assignments.
• Customers receive timely updates.
• Pending jobs are followed up.
• Completed jobs are properly documented.
• Billable jobs are communicated to the accounts team.
• Management receives an accurate service status report.
• Required SkillsGood communication skills in English and Hindi/Bengali.
• Strong telephone and customer-handling skills.
• Good follow-up ability.
• Excellent coordination and organizational skills.
• Basic knowledge of computers, networking and IT hardware.
• Good knowledge of MS Excel and MS Word.
• Professional email communication skills.
• Ability to maintain service records and reports.
• Ability to handle multiple service requests simultaneously.
• Strong sense of responsibility and ownership.

Preferred ExperienceExperience in any of the following will be an advantage:

• IT service coordination
• AMC coordination
• IT helpdesk/service desk
• Computer/laptop service centre
• Networking company
• System integrator
• Facility/technical service coordination
• Customer support operations

QualificationMinimum: Graduate

Preferred:

• B.Com
• BBA
• BCA
• Diploma in Computer/IT
• Any equivalent qualification

Relevant experience may be considered in place of formal qualification.

Personality & BehaviourThe ideal candidate should be:

• Responsible and disciplined
• Polite with customers
• Good at follow-ups
• Comfortable making frequent calls
• Organized and detail-oriented
• Able to work under pressure
• Proactive rather than waiting for instructions
• Comfortable coordinating multiple engineers and customers
• Good at maintaining records

Salary₹8,000 – ₹18,000 per month

Salary will depend on experience, communication skills and service coordination ability.

Performance incentives may be provided based on company policy.

Working KPIsPerformance will be evaluated based on:

• Service ticket response time
• Pending ticket reduction
• Engineer utilization and scheduling
• Timely customer updates
• Service ticket closure rate
• AMC visit completion
• Quality of service documentation
• Customer satisfaction
• Follow-up discipline

Important RequirementThis is not only a calling/customer-care position.

The candidate will be responsible for coordinating the complete service process:

Customer Complaint → Ticket → Engineer Assignment → Visit → Service Report → Customer Confirmation → Billing → Closure → Feedback

Candidates who are comfortable with continuous follow-up, coordination and service operations are preferred.