Service Coordinator

5 days ago

Mumbai Maharashtra, India PixelTech Security Pvt Ltd Full time

The Service Coordinator for a Fire and Digital Security Company plays a pivotal role in ensuring smooth service operations. This position involves coordinating service requests, assigning tasks to engineers, managing Annual Maintenance Contracts (AMC), and handling various service-related tasks. The coordinator acts as a bridge between clients and engineers, ensuring timely and efficient resolution of service requests.

**Key Responsibilities**:
**Service Request Management**:
Document and categorize service requests accurately.
Document and categorize service requests accurately.
Prioritize service requests based on urgency and nature of the issue.

**Engineer Assignment**:
Assign service requests to appropriate engineers based on their skills, location, and workload.
Communicate job details, location, and client information to the assigned engineers.
Ensure engineers have necessary information, tools, and equipment to fulfill service requests.

**Annual Maintenance Contracts (AMC) Management**:
Manage AMC agreements with clients, including contract renewals, billing, and documentation.
Schedule regular maintenance visits as per AMC agreements.
Coordinate with clients to arrange AMC renewal meetings and negotiations.

**Customer Communication**:
Keep clients informed about the status of their service requests.
Provide clients with accurate timeframes for engineer visits and issue resolution.
Address client inquiries and concerns promptly and professionally.

**Service Documentation and Reporting**:
Maintain detailed records of service requests, resolutions, and client interactions.
Generate reports on service activities, engineer performance, and AMC renewals.
Analyze service data to identify trends and areas for improvement.

**Collaboration and Support**:
Collaborate with sales, technical, and administrative teams to ensure seamless service delivery.
Provide support to engineers in the field, addressing their queries and concerns.

**Quality Assurance**:
Monitor service quality and customer satisfaction.
Gather feedback from clients regarding service experiences and report findings to management.
Implement improvements based on client feedback and service performance analysis.

**Qualifications and Skills**:

- **Experience**: Previous experience in service coordination or customer support, preferably in the fire and digital security industry.
- **Communication**: Excellent verbal and written communication skills. Ability to communicate technical information to non-technical clients clearly.
- **Organizational Skills**: Strong organizational and multitasking abilities. Ability to manage multiple service requests simultaneously.
- **Problem-Solving**: Effective problem-solving skills to assess situations, identify issues, and implement solutions.
- **Technical Knowledge**: Basic understanding of fire and digital security systems is beneficial.
- **Software Proficiency**: Familiarity with service management software, CRM systems, and Microsoft Office Suite.
- **Interpersonal Skills**: Strong interpersonal skills to build positive relationships with clients, engineers, and internal teams.

Pay: ₹20,000.00 - ₹25,000.00 per month

Ability to commute/relocate:

- Mumbai Suburban, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (preferred)

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