Service Delivery Coordinator

2 days ago

Chennai Tamil Nadu, India Accel IT Services Full time

Job Title: Service Coordinator - MPS ( Female Only)

Job Location: Chennai

Budget
- Max 3.5 LPA

**Job Purpose**:
The Service Coordinator is responsible for handling customer service requests related to printers and multifunction devices (MFDs), coordinating with field engineers, ensuring timely resolution of service calls, and maintaining accurate service records. The role ensures smooth service delivery, customer satisfaction, and adherence to SLA (Service Level Agreement) timelines.

**Key Responsibilities**:
**Service Call Management**

Assign service calls to field engineers based on location, skillset, and availability.

Track open calls and follow up to ensure closure within SLA.

**Customer Coordination**

Act as the primary point of contact for customers regarding service requests.

Provide updates to customers on service call status and resolution timelines.

Handle customer escalations and coordinate with the service manager for resolution.

**Reporting & Documentation**

Maintain records of service calls, parts usage, and engineer reports in CRM / ERP.

Prepare daily / weekly service call status reports for management.

Track SLA compliance and highlight exceptions.

**Administrative Support**

Follow up on pending service call closures with engineers.

Support billing/ invoicing team with service documentation where required.

**Key Skills & Competencies**:
Strong coordination and follow-up skills.

Good communication and customer-handling abilities.

Knowledge of printers / MFPs / office automation products preferred.

Ability to multitask and work under pressure.

Proficiency in MS Office (Excel, Word, Outlook) and CRM tools.

**Qualifications & Experience**:
Graduate / Diploma (preferably in Electronics, IT, or related field).

6-10 years of experience in service coordination, preferably in printer / office automation industry.

Experience in managing engineers, service calls, and customer escalations is desirable.

**Job Types**: Full-time, Permanent

Pay: ₹250,000.00 - ₹350,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Work Location: In person

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