Service Coordinator

3 weeks ago

Mumbai, Maharashtra, India Crystal Group Full time
Job Description:

Position Overview

- We are seeking a highly organised and detail-oriented Service Coordinator – Reefer Containers to serve as the central point of contact for managing refrigerated (reefer) container service operations. This role will coordinate complaint management, technician deployment, spare parts procurement, and client communication to ensure that perishable cargo integrity is maintained, service quality standards are met, and contractual obligations are fulfilled.

Key Responsibilities:

Complaint & Communication Management

- Receive, log, and classify service complaints for reefer containers.
- Complete complaint forms referencing equipment type (e.g., Carrier, Thermo King, Daikin, Star Cool).
- Act as the central contact point for the reefer service desk.
- Conduct post-resolution client follow-up calls to capture feedback and validate reefer performance.
- Escalate unresolved complaints or SLA breaches to the Service Manager.

Procurement & Billing Support

- Raise and track Purchase Orders (POs) for reefer container spare parts (compressors, controllers, sensors, refrigerants).
- Upload invoices and reference complaint numbers and reefer container IDs.
- Summarise costs (travel, spares, consumables) and support accurate billing.

Documentation & Reporting

- Maintain digital archives for all service-related documents, including POs, invoices, GRNs, and test run reports.
- Track and record service resolution times, downtime, and related data.
- Generate weekly service performance reports (open/closed jobs, TAT, spares usage).
- Support audits by ensuring organised and accurate service documentation.

Contract & AMC Management

- Maintain the AMC database for reefer containers, including contract renewals and schedules.
- Categorise service complaints under Warranty, AMC, or Paid categories and process accordingly.
- Coordinate preventive maintenance jobs, ensuring availability of consumables (filters, refrigerants, calibration kits).

Requirements

- Graduate in Engineering/Operations (Mechanical/Electrical background preferred).
- 2–4 years of experience in reefer container service coordination or cold chain service industry.
- Strong understanding of reefer container systems (Carrier, Thermo King, Daikin, Star Cool).
- Knowledge of reefer alarms, PTI (Pre-Trip Inspection) procedures, and temperature calibration.
- Experience in spare parts sourcing, warranty, and AMC handling.
- Proficiency in MS Office and ERP systems for service tracking and reporting.
- Excellent organisational, communication, and client management skills.

Performance Metrics

- SLA compliance and reduction in container downtime.
- Accuracy and completeness of service documentation and reports.
- Spare parts availability and turnaround efficiency.
- Customer satisfaction scores related to reefer service.
- AMC renewal rate and preventive maintenance execution

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