Service Operations Coordinator

4 weeks ago

Delhi, Delhi, India PENTAX Medical Asia Pacific Full time

As a Service Operations Coordinator, you support the smooth day-to-day operations of the service department by coordinating administrative processes, managing communication flows, and ensuring compliance with service procedures. You are the central point of contact for scheduling, documentation, and coordination between repair teams, logistics, customer service, and regional stakeholders. Your contribution helps ensure timely service delivery, high-quality standards, and excellent customer support. You also provide feedback and input to the repair team to support continuous improvement in inspection and repair quality.

Key Responsibilities:

  • Coordinate service and repair orders, ensuring accurate documentation and timely processing in ERP and service systems.
  • Act as the administrative interface between technicians, customer service, logistics, and spare parts planning.
  • Schedule and track service activities, including device repairs, inspections, demo device handling, and shipment coordination.
  • Support data entry and reporting for service metrics (e.g., turnaround time, backlog, repair volume).
  • Maintain customer and equipment records, ensuring all data is complete and in compliance with quality standards.
  • Handle internal and external communication related to service requests, escalations, and status updates.
  • Support service invoicing and warranty claim documentation in collaboration with finance and customer service.
  • Provide structured feedback and input to the repair team to improve inspection results, repair quality, and overall process efficiency.
  • Assist in internal audits, compliance reviews, and documentation control activities.
  • Help implement process improvements in administrative workflows and digital tools (e.g., ERP, CRM, ticketing systems).
  • The position holder proactively supports colleagues within the service organization by providing targeted information and expert guidance in line with defined processes – with the aim of fostering efficiency, knowledge transfer, and sustainable cross-functional collaboration.

Required Qualifications:

  • Completed vocational training or a Bachelor's degree in Business Administration, Office Management, Logistics, or a similar field – or equivalent qualification.
  • Experience in a service operations, technical administration, or customer support environment; experience in medical devices is a plus.
  • Familiarity with ERP systems (e.g., Microsoft Dynamics 365, Navision) and basic reporting tools (e.g., Excel).
  • Strong organizational skills and attention to detail.
  • Service-oriented mindset with excellent communication and coordination abilities.
  • Ability to work in a structured and reliable manner, even under pressure.
  • Fluent in [local language]; English skills required for documentation and cross-functional collaboration.

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