Service Coordinator

To ensure timely coordination, tracking, and closure of service requests (AMC & breakdown), while maintaining client communication, SLA adherence, and service documentation across multiple locations.

Key Responsibilities

1. Service Call Management

• Receive, log, and track service requests (AMC, breakdown, preventive maintenance).
• Assign calls to field technicians / regional partners as per location and skill set.
• Monitor service TAT and SLA compliance and ensure timely resolution.

2. Customer Coordination

• Act as the single point of contact for clients for service-related communication.
• Provide call status updates, expected resolution time, and closure confirmation.
• Handle client escalations professionally and coordinate internally for resolution.

3. Vendor & Technician Coordination

• Coordinate with service partners, technicians, and OEMs for job execution.
• Ensure technicians carry required tools, spares, and approvals before site visit.
• Validate job completion reports, service checklists, and photographs.

4. Preventive Maintenance (PPM) Coordination

• Plan and schedule PPM visits as per AMC contracts.
• Share PPM schedules with clients and service teams.
• Ensure PPM reports are submitted and approved.

5. Documentation & Reporting

• Maintain service records: call logs, PPM reports, job cards, invoices.
• Update service dashboards / trackers (Excel / CRM / FSM tools).
• Generate weekly / monthly MIS reports for management and clients.

6. Billing & Commercial Support

• Coordinate with finance for service-based invoicing.
• Validate chargeable jobs, spares replacement approvals, and quotations.
• Track pending approvals, PO status, and invoice submissions.

Skills & Competencies

Technical & Functional

• Basic understanding of AMC services (AC, electrical, UPS – preferred).
• Knowledge of service workflows, SLAs, and escalation handling.
• Proficient in MS Excel, email communication, and service trackers.

Behavioural

• Strong communication and coordination skills.
• Ability to handle multiple calls and priorities.
• Customer-focused, calm under pressure, detail-oriented.

Qualifications

• Graduate / Diploma (any discipline).
• 1–4 years experience in service coordination / customer support / facilities / AMC operations preferred.