Job Description: Service Coordinator| Location: Thane, Maharashtra | Department: Service Operations | Reports To: Service Manager / Operations Head

Role Overview

The Service Coordinator plays a crucial role in ensuring that firm'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

Requirements

Work Requirements

• Must be willing to work in rotational shifts, including weekends and holidays as per roster.

• Robust 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.

• 2–6 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 | Operations | Thane-Mumbai
🏢 Leading
📍 Thane