Service Coordinator

3 days ago

Rajarhat West Bengal, India TSNT SOLUTIONS PVT LTD Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Job Title:
Service Coordinator

Department
: Service / Operations

Reporting To
: Service Manager / Operations Head

Location:
[Teghoria, Kolkata, West Bengal]

Employment Type:
Full-time

Job Summary:
The Service Coordinator is responsible for coordinating and managing all service-related activities to ensure timely and efficient service delivery to clients. The role involves scheduling service engineers, maintaining service records, handling customer queries, and ensuring smooth communication between clients, field technicians, and the management team.

Key Responsibilities:

  • ‌Schedule, assign, and monitor service calls for field engineers and technicians.
  • ‌Maintain detailed records of service requests, customer feedback, and job completion reports.
  • ‌Ensure prompt communication between clients and the service team regarding updates, delays, or requirements.
  • ‌Prepare and manage service documentation such as work orders, service reports, invoices, and quotations.
  • ‌Coordinate preventive maintenance schedules and ensure adherence to timelines.
  • ‌Handle customer complaints and escalate unresolved issues to the Service Manager.
  • ‌Track spare parts inventory and coordinate with procurement for replenishment.
  • ‌Generate daily, weekly, and monthly service performance reports.
  • ‌Support in warranty claim processing and maintain warranty records.
  • ‌Ensure compliance with company policies, safety procedures, and customer service standards.

Required Skills and Competencies:

  • ‌Proficiency in Advance Excel and Computer Tally
  • ‌Strong organizational and multitasking skills.
  • ‌Excellent formal communication and interpersonal abilities.
  • ‌Ability to handle pressure and manage multiple service requests efficiently.
  • ‌Customer-oriented attitude with problem-solving skills.
  • ‌Attention to detail and a proactive approach to work.

Education and Experience:

  • ‌Bachelor's Degree or Diploma in Engineering / Business Administration / Commerce / Related field.
  • ‌2–5 years of experience in service coordination, preferably in power, electrical, or technical industries.
  • ‌Experience with CRM systems will be an advantage.

Key Performance Indicators (KPIs):

  • ‌Timely closure of service requests
  • ‌Customer satisfaction and feedback scores
  • ‌Accuracy of service documentation
  • ‌Service engineer utilization rate
  • ‌Compliance with preventive maintenance schedules

Work Environment:
‌Office-based role with regular coordination with field engineers and clients.

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