Service Coordinator

Job Description – Service Coordinator (Electrical Panels)Position Title: Service CoordinatorDepartment: Service / After-Sales SupportLocation: [Your Location]Reporting To: Service Head / Operations ManagerCompany Profile:We are engaged in the design, manufacturing, supply, installation, and servicing of electrical panels, including:

• LT Panels (PCC, MCC, APFC, etc.)
• HT Panels (VCB Panels up to 33kV)
• Control & Automation Panels
• PLC & SCADA-based systems
• Turnkey electrical solutions

We are committed to delivering high-quality products and reliable after-sales service to our clients across various industries.

Job Summary:The Service Coordinator will manage and coordinate all service-related activities for electrical panel systems. The role involves logging complaints, coordinating with service engineers, and ensuring timely resolution while maintaining strong communication with clients and internal departments.

• Key Responsibilities:

1. Complaint Handling & LoggingReceive and log service complaints from:

• 
  
• Clients (Email, WhatsApp, Calls)
• Sales team / internal teams
• Maintain proper complaint records in ERP / Excel / CRM
• Categorize complaints (Breakdown / Warranty / Service Visit / AMC)

2. Service Planning & CoordinationCoordinate site service / remote troubleshooting

• Assign service engineers based on:
• 
  
• Product knowledge (LT/HT panels, PLC systems)
• Location & urgency
• Plan visit schedules and ensure engineer availability

3. Technical CommunicationShare detailed complaint information with engineers:

• 
  
• Panel type (PCC/MCC/VCB/APFC etc.)
• Site details
• Issue description
• Maintain proper technical communication with clients

4. Follow-up & ClosureTrack all complaints till proper closure

• Ensure adherence to committed timelines (SLA)
• Collect service reports from engineers
• Take client feedback after service completion

5. Internal CoordinationCoordinate with:

• 
  
• Quality Team → for repeated faults / failure analysis
• Production Team → for manufacturing or design-related issues
• Stores/Dispatch → for spare parts / replacements
• Escalate critical breakdowns or delays

6. Documentation & ReportingMaintain:

• 
  
• Complaint logs
• Service reports
• Visit records
• Prepare:
• 
  
• Daily / weekly MIS
• Pending complaints report
• Engineer utilization reports

7. Process & Quality ImprovementIdentify recurring issues in panels/systems

• Support in improving service response processes
• Maintain database of common faults & solutions

Required Skills & Competencies:Strong communication (Hindi & English)

• Good coordination and multitasking skills
• Basic technical knowledge of electrical panels & industrial systems
• Understanding of:
• 
  
• LT/HT panels
• Basic electrical components (ACB, VCB, relays, etc.)
• Proficiency in MS Excel, Email, WhatsApp coordination
• Ability to handle urgent breakdown situations

Qualification & Experience:Diploma / B.Tech in Electrical Engineering (preferred)

• 2–5 years experience in service coordination (Electrical industry preferred)

Key Performance Indicators (KPIs):Complaint response time

• Breakdown resolution time
• Customer satisfaction
• Accuracy in logging & reporting
• Service coordination efficiency