Service Coordinator

2 weeks ago

Hyderabad, Telangana, India Mitsubishi Heavy Industries (MHI) Full time ₹ 6,00,000 - ₹ 12,00,000 per year

The Service Coordinator serves as the first point of contact for customers, ensuring timely scheduling, communication, and follow-up of all service-related activities. This role requires efficient coordination between customers, technicians, and internal departments to maintain service quality and customer satisfaction.

Key Roles and Responsibilities:

1. Service Complaints

  • Act as the first point of contact, answering incoming service calls and emails professionally.
  • Schedule and dispatch service technicians efficiently based on location, availability, and urgency.
  • Obtain detailed information from customers regarding service issues for accurate problem resolution.
  • Keep customers informed about appointment timings, technician assignments, and service updates.
  • Follow up with customers after service completion to ensure satisfaction.
  • Track the progress of service calls and ensure timely completion of open complaints.
  • Assist in preparing cost estimates and quotations for customer approvals.
  • Maintain accurate and detailed service records and logs in both digital and physical formats.
  • Prepare pending complaint reports and highlight unresolved cases to management.

2. Warranty Claims

  • Review and verify warranty terms before processing claims.
  • Coordinate with technicians to inspect and diagnose AC issues and document findings.
  • Ensure all necessary supporting documents (service reports, photos, bills) are collected and filed.
  • Maintain both physical and digital copies of customer complaints and warranty claim records.
  • Identify recurring problems and escalate them to the technical or quality team for preventive measures.

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