Only 24h Left: Service Coordinator

4 weeks ago

Mumbai, Maharashtra, India Millenia Technologies (I) Pvt Ltd Full time
Job Title: Service Coordinator – Service Department

Location: MIDC, Andheri, Mumbai

Reports To: Manager – Service & Support

Department: Service

Role Purpose

The Service Coordinator plays a central role in delivering an outstanding customer experience by ensuring timely, professional, and seamless after-sales service support. This position is responsible for coordinating service engineer schedules, maintaining transparent communication with clients, and managing service processes to enhance satisfaction, loyalty, and trust in the Millenia brand. The coordinator will be the backbone of the service function, balancing operational efficiency with customer-centric responsiveness.

1. ROLE STRUCTURE (Customer Experience Focus)

A. Priority Tasks – Driving First Impressions and Responsiveness

- Ensure prompt and professional response to every customer service request or complaint—within defined turnaround times.
- Schedule and dispatch field service engineers with customer convenience and urgency in mind.
- Maintain clear and timely communication with clients regarding visit schedules, delays, and resolutions.
- Maintain clear and timely communication with foreign principal and internal team.
- Submit accurate, timely daily/weekly service status reports and highlight risks that could affect customer satisfaction.

B. Important Tasks – Building Transparency and Trust

- Maintain real-time service records to provide clients with updates on job progress, parts used, and closure timelines.
- Track and ensure adherence to Service Level Agreements (SLAs), including resolution time and first-time fix rate.
- Follow up on service-related payments, warranty/AMC renewals in a customer-friendly and solution-oriented manner.
- Coordinate with logistics for prompt delivery of spares/parts to avoid service disruption.

C. Department-Related Tasks – Ensuring Process Excellence

- Work closely with the Service Manager to plan engineer deployment and balance workload with urgency.
- Support creation of service SOPs focused on client delight and internal accountability.
- Maintain and analyze service KPIs like complaint recurrence, engineer performance, and feedback ratings.
- Digitize and organize client records, job completion reports, and AMC documents to ensure quick retrieval and clarity.

D. Support Tasks – Enhancing Customer Confidence

- Assist engineers with client-specific instructions or service history to enable a personalized and informed service visit.
- Handle pre- and post-service client interactions to ensure satisfaction and gain constructive feedback.
- Facilitate internal trainings to improve soft skills and customer engagement of service engineers.
- Organize service documentation and communication in a format that is easy for both technical teams and clients to understand.

Ideal Candidate Profile

- Graduate (B.Sc. / B.Com / BBA) with 3–5 years of experience in a customer service coordination or service admin role.
- Background in engineering equipment, capital goods, or industrial products is an added advantage.
- Must demonstrate a customer-first attitude, ownership mindset, and attention to detail.
- Should be proficient in Microsoft Excel, email etiquette, and digital reporting.
- Comfortable working in a fast-paced, accuracy-driven service environment.

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