Job Title: Service Coordinator Fire & Safety / Security Systems

Job Summary

The Service Coordinator is responsible for planning, coordinating, and monitoring service operations related to fire & safety and security systems. This role ensures timely service delivery, effective resource utilization, SLA compliance, and high levels of customer satisfaction. The position serves as a central coordination point between customers, service engineers, vendors/OEMs, and internal teams.

Key Responsibilities

- Coordinate and schedule service requests including breakdown calls, preventive maintenance (PM), AMC visits, and installations

- Allocate service engineers and resources based on priority, skill set, availability, and SLA requirements

- Act as the primary point of contact for customers regarding service status, updates, and closures

- Track service tickets, job progress, and ensure timely completion and closure

- Monitor compliance with SLAs, contracts, and service quality standards

- Coordinate with OEMs and vendors for spare parts, replacements, and technical support

- Manage service documentation including call logs, PM reports, job cards, and service invoices

- Escalate critical system failures, delays, or customer issues to management with corrective action plans

- Support billing and finance teams by ensuring service completion reports and customer approvals are in place





- Prepare and submit MIS reports on service performance, engineer productivity, system uptime, and customer issues

Key Skills & Competencies

- Fire & safety / security service coordination (AMC, PM, breakdowns)

- SLA tracking and service turnaround management

- Engineer scheduling and resource planning

- Robust customer communication and coordination skills

- Vendor, OEM, and spare parts coordination

- Fault tracking, escalation, and resolution management

- Documentation control and MIS reporting

- Proficiency in MS Excel, email, and service management tools

- Ability to multitask, prioritize, and work under pressure

- Problem-solving mindset with attention to detail

Qualifications & Experience

- Diploma or Bachelors degree in any discipline (Engineering preferred)

- 25 years of experience in service coordination, operations, or customer support

- Experience in fire & safety systems, security systems, facilities, or engineering services is an advantage

Key Performance Indicators (KPIs)

- Service turnaround time and SLA adherence

- First-time resolution and effective service coordination

- Customer satisfaction and complaint closure rate

- Accuracy and timeliness of service documentation and reports

- Engineer utilization and scheduling efficiency

📌 Service Coordinator (Karnataka)
🏢 ZM Digitech Communications
📍 Karnataka