Service Coordinator

JOB TITLE: SERVICE COORDINATOR V1 dt 01 Oct 26 

To coordinate service activities for electronic products by managing customer complaints, service requests, technician schedules, spare requirements, service documentation, and timely closure of service cases.

RESPONISIBILITES:

 Service Coordination

• Receive and register customer service requests and complaints.
• Understand the issue and coordinate with the concerned Service Engineer/Technician.
• Allocate and schedule service visits based on priority and location.
• Follow up with technicians until the complaint is resolved.

 Customer Coordination

• Communicate with customers regarding service schedules, visit status, quotations, and completion.
• Provide regular updates on pending service cases.
• Ensure customer concerns are properly recorded and communicated internally.

 Service Job Management

• Create and maintain service/job cards.
• Track open, pending, and completed service calls.
• Monitor pending jobs and ensure timely closure.
• Maintain proper service history for each customer/product.

 Spare Parts Coordination

• Coordinate with Stores/Purchase for required spare parts.
• Check spare availability before scheduling service where required.
• Follow up on pending spares and ensure timely availability to technicians.

 Quotation & Billing Coordination

• Coordinate preparation of service/spare quotations.
• Follow up with customers for quotation approval.
• Coordinate with Accounts for billing after completion of service.
• Ensure required service documents are available for invoicing.

 Service Documentation & MIS

• Maintain service reports, job cards, customer complaints, quotations, and closure records.
• Prepare daily/weekly service pending reports.
• Track service TAT, repeat complaints, and pending cases.
• Maintain accurate data in ERP/CRM or other company systems.

 Warranty & AMC Coordination

• Track warranty-related service cases.
• Coordinate AMC service schedules and renewal follow-ups.
• Maintain records of warranty/AMC customers and service history.

 Internal Coordination

• Coordinate with Service Engineers, Sales, Stores, Purchase, Accounts, and Production/Technical teams.
• Escalate critical or repeatedly pending complaints to the Service Manager.
• Ensure smooth flow of information between customers and the service team.

 Quality & Improvement

• Track repeated failures and communicate recurring issues to the concerned technical team.
• Support customer complaint analysis and corrective actions.
• Participate in DSI/continuous improvement activities related to service processes.

QUALIFICATIONS:

·        MUST HAVE:

·        Diploma / BE / B.E. in Electronics / Electrical / Instrumentation or any relevant technical qualification.

·        1–3 years of experience in service coordination / technical coordination / customer support, preferably in electronic products.

·        Basic understanding of electronic/electrical products and troubleshooting terminology.

·        NICE TO HAVE:

·        Good knowledge of MS Excel, email, ERP/CRM and documentation.

·        Good follow-up and coordination skills.

·        Good communication skills with customers and internal teams.

·        Ability to manage multiple service requests and prioritize urgent cases.

·        Should be organized, responsible, and comfortable working with service targets and deadlines.

WHY JOIN US:

o  We are the pioneer company in our field.

o  We provide continuous learning opportunities to all our team members ensuring their growth along with the company’s growth.

o  We provide an encouraging atmosphere to your love for technology & machines.

WHAT YOU WILL NEED TO WIN:

o  Aptitude for continuous learning.

o  Self-Motivation and drive.

o  Resilience and perseverance

o  Report generation skills.