Ops | Service Coordinator | Mumbai
5 hours ago
Department:Service OperationsReports To:Service Manager / Operations Head Role OverviewThe ServiceCoordinator plays a crucial role in ensuring that firms service functiondelivers same -day resolutions and operates within defined Turnaround Times(TATs). This role demands strong people management, multi -team coordination,and the ability to function effectively in high -pressure, shift -basedenvironments.Key Responsibilities· Ensure same -day closure ofservice calls wherever possible.· Track and enforce adherence tocompany -defined TATs for installation, breakdown, and preventive maintenance.· Follow a closed -loop system —from customer complaint to technician dispatch to final resolution andfeedback.· Coordinate field technicianschedules and work orders using CRM and tracking tools.· Proactively follow up withfield teams, warehouse, technical support, and customer help desk to preventdelays.· Escalate and resolve delays,part shortages, or customer grievances on priority.· Provide proactive updates tocustomers via phone, SMS, or WhatsApp on service milestones.· Handle escalations with empathywhile ensuring resolution within SLA timelines.· Maintain records of calls,schedules, feedback, and closure reports.· Generate daily MIS reports onopen/closed calls, delays, and technician performance. RequirementsWork Requirements· Must be willing to work inrotational shifts, including weekends and holidays as per roster.· Strong multitasking and peoplecoordination skills — handling 50 + technicians daily.· Ability to function effectivelyin a fast -paced, high -pressure service environment.Qualifications & Experience· Graduate in Operations,Business Administration, or related fields.· 4–6 years in serviceoperations, HVAC operations is a plus, facility management, or IoT/tech -enabledfield services.· Familiarity with CRM software,ticketing systems, Excel, WhatsApp Business, and internal dashboards.Key Traits· Strong sense of ownership andurgency.· Excellent coordination andcommunication skills.· Tech -savvy with a logical andprocess -oriented mindset.
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