Customer Service

**Job Description: Service Coordinator**

**Role Objective**:
The Service Coordinator will oversee and optimize the management of service calls, installations, maintenance, and after-sales support for Arshad Electronics Private Limited. This role is essential for ensuring adherence to Real Time (RT) and Turnaround Time (TAT) standards while aligning with the company's strategic goals, vision, and mission.

**Key Responsibilities**:
**Customer Support and Installation**:

- **Installation Management**: Oversee the installation process, ensuring that customer requirements and site specifications are thoroughly understood and met.
- **Customer Interaction**: Address and resolve client issues and dissatisfaction promptly and professionally, utilizing advanced service and communication techniques.
- **Satisfaction Reporting**: Generate and present detailed reports on customer satisfaction and areas for improvement during monthly meetings with senior management.
- **Engineer Support**: Provide clear instructions and guidance to engineers, demonstrating best practices and resolving queries effectively.
- **Service Analysis**: Analyze service reports and client account data to develop insights and improve service delivery. Communicate findings and recommendations to team members.
- **Cross-Department Communication**: Facilitate communication between management, sales, and service teams to enhance coordination and service effectiveness.
- **Standards Compliance**: Ensure all service activities comply with Arshad Electronics' guidelines and standards.

**Sales Support**:

- **Courtesy Calls**: Support sales efforts by generating leads and participating in courtesy calls conducted by the service team.

**Coordination**:

- **Internal Collaboration**: Coordinate with the Service Head and Management to align service operations with the company’s strategic objectives.
- **Team Management**: Foster teamwork and cooperation within the service team to achieve operational targets and enhance performance.

**Reporting and Documentation**:

- **Documentation Management**: Ensure all service-related documentation is accurate, complete, and filed in a timely manner.
- **Reporting**: Provide timely, accurate, and detailed reports on service activities and performance metrics.

**Additional Duties**:

- **Ad Hoc Tasks**: Perform additional responsibilities as assigned by management to address evolving business needs.

**Key Internal and External Interactions**:
**Internal**:

- Head of Service
- Sales Manager
- Sales Back Office
- Office Staff

**External**:

- Customers
- Vendors and Suppliers

**Key Performance Indicators**:

- **Customer Support**:

- Adherence to Turnaround Time (TAT) targets.
- Achievement of courtesy call targets.
- Effectiveness in resolving customer complaints and meeting TAT requirements.
- **Sales and Service Revenue**:

- Attainment of sales targets for Annual Maintenance Contracts (AMC) and spare parts.
- Comparison of actual service revenue against predefined targets.
- **Cost Management**:

- Effective management of costs within budgetary constraints.
- **Documentation and Reporting**:

- Accuracy, completeness, and timeliness of documentation and reporting.
- Adherence to reporting deadlines and accuracy of data analysis.
- **Customer Relationships**:

- Effective management of customer relationships and resolution of complaints within TAT.

This role is pivotal in ensuring exceptional service delivery, efficient team coordination, and alignment with Arshad Electronics' strategic objectives.

Pay: ₹20,000.00 - ₹30,000.00 per month

**Benefits**:

- Paid sick time
- Provident Fund

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person