Service Operations Coordinator

2 days ago

Mumbai, Maharashtra, India beBeeRefrigerated Full time ₹ 9,00,000 - ₹ 12,00,000

Job Title: Service Operations Coordinator

Job Description:

Our company is seeking a highly organised and detail-oriented Service Operations Coordinator to serve as the central point of contact for managing refrigerated 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:
  • Receive, log, and classify service complaints for refrigerated containers.
  • Complete complaint forms referencing equipment type (e.g., Carrier, Thermo King).
  • Act as the central contact point for the service desk.
  • Conduct post-resolution client follow-up calls to capture feedback and validate equipment performance.
  • Escalate unresolved complaints or SLA breaches to the Service Manager.
Procurement & Billing Support:
  • Raise and track Purchase Orders for spare parts (compressors, controllers, sensors, refrigerants).
  • Upload invoices and reference complaint numbers and container/equipment 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 refrigerated 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, cold chain service industry, OR HVAC/refrigeration service operations.
  • Strong understanding of refrigerated container systems (Carrier, Thermo King) OR HVAC refrigeration units, chillers, split/ducted AC systems, or cold storage equipment.
  • Knowledge of reefer alarms, PTI (Pre-Trip Inspection) procedures, and temperature calibration (preferred but can be trained for HVAC candidates).
  • 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.

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