Service Co

2 days ago

Delhi India N Human Resources & Management Systems Full time ₹ 2,50,000 - ₹ 5,00,000 per year

Job Description: Service Coordinator Location: Ohkla Phase 1 , New Delhi  Department: Service Operations Reports To: Service Manager / Operations Head Role Overview The Service Coordinator plays a crucial role in ensuring that service function delivers 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 -based environments. Key Responsibilities  Ensure same -day closure of service calls wherever possible.  Track and enforce adherence to company -defined TATs for installation, breakdown, and preventive maintenance.  Follow a closed -loop system — from customer complaint to technician dispatch to final resolution and feedback.  Coordinate field technician schedules and work orders using CRM and tracking tools.  Proactively follow up with field teams, warehouse, technical support, and customer help desk to prevent delays.  Escalate and resolve delays, part shortages, or customer grievances on priority.  Provide proactive updates to customers via phone, SMS, or WhatsApp on service milestones.  Handle escalations with empathy while ensuring resolution within SLA timelines.  Maintain records of calls, schedules, feedback, and closure reports.  Generate daily MIS reports on open/closed calls, delays, and technician performance. Key Performance Indicators (KPIs) KPI Target Same -day Closure Rate ≥ 95% Adherence to TAT (per SLA) ≥ 100% Daily Call Assignment Efficiency 100% Technician Utilization ≥ 85% Repeat Cases < 45 days ≤ 5% Customer Feedback Score ≥ 4.5 / 5 Daily Reports Accuracy 100% Work Requirements  Must be willing to work in rotational shifts, including weekends and holidays as per roster.  Strong multitasking and people coordination skills — handling 50 + technicians daily.  Ability to function effectively in a fast -paced, high -pressure service environment. Qualifications & Experience  Graduate in Operations, Business Administration, or related fields.  4–6 years in service operations, HVAC operations is a plus, facility management, or IoT/tech -enabled field services.  Familiarity with CRM software, ticketing systems, Excel, WhatsApp Business, and internal dashboards. Key Traits  Strong sense of ownership and urgency.  Excellent coordination and communication skills.  Tech -savvy with a logical and process -oriented mindset.

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