Job Description: Service Coordinator

Location: Thane, Maharashtra

Department: Service Operations

Reports To: Service Manager / Operations Head

Company: Climate tech company

Role Overview

The Service Coordinator plays a crucial role in ensuring that company's 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 quick-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.

📌 Service Coordinator (Thane)
🏢 Important Business
📍 Thane