Service Coordinator

Designation: Service Coordinator

Department: Service

Function: Service Operations / Data & Call Management

Location: Powai, Mumbai

Reporting To: Service Manager / Service Head

Experience: 1–2 Years

Job Objective

The Service Coordinator will be responsible for managing customer service calls, coordinating with field service engineers, scheduling service visits, monitoring service performance, and ensuring timely resolution of customer issues in line with defined SLAs and service quality parameters.

Key Responsibilities

• Handle and monitor customer service requests received through phone, email, CRM/SAP, or other service channels.
• Create, update, and maintain service calls/orders in the relevant service management system.
• Coordinate engineer schedules based on customer priority, location, availability, and geographical territory.
• Track and escalate delayed or critical service calls to the concerned field/service management team.
• Ensure service activities are aligned with agreed SLA, TAT, and customer commitments.
• Monitor key service performance parameters such as: Downtime (DT), Turnaround Time (TAT), First Time First Resolution (FTFR), Customer Satisfaction (CSAT)
• Coordinate with technicians, sales, technical support, and other internal teams for effective service resolution.
• Identify recurring issues, delays, and service gaps and escalate them appropriately.
• Handle customer concerns professionally and support conflict resolution when required.
• Ensure timely closure and documentation of service calls.
• Prepare and maintain service-related MIS and KPI reports.

Qualifications

• BE / Diploma in Instrumentation, Electronics, Electrical, or related engineering discipline.
• B.Sc. / B.Com. graduates with relevant service coordination experience may also be considered.
• Good written and verbal communication skills.
• Basic proficiency in MS Excel and PowerPoint.
• Experience with SAP CRM, Salesforce (SFDC), or other CRM/service management systems will be preferred.

Experience

• 1–2 years of experience in service coordination, customer service, call management, technical support coordination, or a similar role.
• Experience in the medical device, healthcare, engineering, or equipment service industry will be an advantage.

Key Behavioural Competencies

• Customer-oriented approach
• Strong communication and interpersonal skills
• Quick learner and adaptable
• Proactive and self-driven
• Strong coordination and follow-up skills
• Good negotiation and conflict-management abilities
• Ability to prioritize multiple service requests
• Strong team-player mindset
• Ability to work under pressure and meet deadlines
• Good analytical and problem-solving skills

Key Internal & External Interactions

Internal:

Service Engineers, Service Management, Sales Team, Technical Support, Operations, and other cross-functional teams.

External:

Customers, OEMs, VARs, hospitals, and other service stakeholders.

Key Deliverables / KPIs

• Timely service call allocation and scheduling
• SLA adherence
• TAT and response-time management
• First Time First Resolution (FTFR)
• Downtime reduction
• Customer satisfaction
• Service call closure rate
• Accuracy and completeness of service records
• Effective escalation and follow-up
• Engineer utilization and schedule adherence

Success Profile

The ideal candidate should be highly organized, customer-focused, proactive, and comfortable managing multiple service calls simultaneously. The candidate should demonstrate strong coordination skills and the ability to work closely with field engineers and customers to ensure timely and effective service delivery.