Service Coordinator

Job Overview

The Service Coordinator plays a critical role in organizing, planning, and overseeing service operations to guarantee prompt and efficient assistance to clients. This position serves as a bridge connecting customers, service engineers, and internal departments to facilitate seamless installation, maintenance, and repair services.

Key Responsibilities

• Record and monitor customer service requests systematically.
• Arrange schedules for engineers managing installations, commissioning, preventive maintenance, and urgent repairs.
• Manage logistics including site visits and travel for service personnel.
• Track progress of service calls ensuring timely resolution.
• Act as the main liaison for clients regarding service arrangements and updates.
• Communicate service timelines, engineer visits, and completion statuses to customers.
• Address routine customer inquiries and escalate complex technical concerns as necessary.
• Maintain and prepare detailed logs, job cards, and reports documenting service activities.
• Ensure engineers submit service reports promptly.
• Keep comprehensive service MIS, dashboards, and performance analytics updated.
• Monitor annual maintenance contracts, preventive schedules, and renewal processes.
• Coordinate with storage and service teams to confirm availability of spare parts.
• Follow up on dispatch, returns, and consumption of materials.
• Collaborate with finance teams on billing, invoicing, and service closure paperwork.
• Ensure compliance with established service SOPs and documentation policies.
• Assist in audit preparations and management reviews through provision of service data.
• Contribute to enhancing service coordination workflows and tools.

Qualifications and Experience

• Diploma or Bachelor's degree in Mechanical Engineering, Electronics and Communication, Electrical, Electronics and Telecommunication, Production, Mechatronics, Instrumentation, or related engineering fields.
• Experience ranging from 3 to 6 years related to service coordination or service operations.
• Preference for candidates with experience in industrial machinery, special purpose machines (SPM), or automation environments.

Essential Skills and Competencies

• Effective coordination and follow-up capabilities.
• Fundamental knowledge of Mechanical, Electrical, and Electronics service tasks.
• Strong communication skills for both customer interaction and internal collaboration.
• Proficiency in Microsoft Excel, ERP systems, and other service management software.
• Ability to handle multiple tasks efficiently under pressure.

Performance Metrics

• Timeliness in responding to service requests and closing calls.
• Optimal utilization and scheduling of service engineers.
• Efficient and clear customer communications.
• Accuracy and punctuality in service documentation.
• Compliance with AMC requirements and preventive maintenance schedules.

Additional Information

Important: This position is exclusively open to female applicants.