Service Coordinator

18 hours ago


Kattupakkam Chennai Tamil Nadu, India 02a9f90d-e538-4e4b-831a-9f07d65e3205 Full time ₹ 18,00,000 - ₹ 30,00,000 per year

1. Service Request & Ticket Management

  • Receive service requests via phone, email, ticketing tools, or CRM.
  • Log and assign tickets to the appropriate engineers based on skill, location, and SLA priority.
  • Monitor ticket progress and ensure closure within defined SLAs.
  • Escalate unresolved issues to Service Head / Project Head.

2. Engineer Coordination & Field Support

  • Allocate tasks to field engineers, remote support engineers, and L1/L2 teams.
  • Track engineer movement, site visits, and service schedules.
  • Ensure engineers follow proper checklists, SOPs, and service protocols.
  • Collect service reports, installation reports, and closure notes.

3. Customer Communication & Updates

  • Provide timely updates to customers on ticket status, engineer visit, and issue resolution.
  • Maintain professional communication and ensure customer satisfaction.
  • Handle customer escalations and coordinate with senior technical teams for resolution.

4. Inventory & Material Coordination

  • Coordinate with stores/logistics team for hardware/part replacements.
  • Track RMA items, warranty claims, and DOA replacements.
  • Maintain stock availability for service-related items.

5. Preventive Maintenance (PM) Management

  • Prepare and maintain PM schedules for AMC/managed service customers.
  • Remind engineers and customers about scheduled PM visits.
  • Collect PM reports and update records.

6. Documentation & Reporting

  • Maintain service-related documents: AMC lists, asset lists, warranties, and installation history.
  • Prepare daily/weekly/monthly service reports for management.
  • Maintain customer database, service history, and SLA compliance reports.

7. Coordination with HR for Engineer Compliance

(Since your company uses HR integration)

  • Ensure updated engineer lists for ESI, Insurance, Accident Cover.
  • Monitor leave, availability, and shift allocations for engineers.
  • Inform HR in case of frequent absence or disciplinary issues.

8. Quote & Invoice Support (If required)

  • Coordinate with Sales/Accounts for service quotations (AMC, spares, visit charges).
  • Support in raising invoices for completed service calls or contracts.
  • Follow up with clients for service-related commercial approvals.

9. Process Compliance & Service Quality

  • Ensure engineers follow company standards for installation & troubleshooting.
  • Track SLA performance and highlight delays or bottlenecks.
  • Support implementation of ISO/ITIL processes if applicable.

10. Coordination with OEMs / Vendors

  • Raise support tickets with OEM partners (Cisco, HP, Dell, Fortinet, etc.).
  • Follow up for replacement parts, RMAs, warranty calls.
  • Maintain vendor escalation contacts and logs.

Job Types: Full-time, Permanent, Fresher

Pay: From ₹15,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person


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