Job Description (JD)

Position - Service Coordinator – Commercial Kitchen Equipment

Company KNI Services Pvt. Ltd. (Kitchen Network International)

Location - Ahmedabad, Gujarat

Department - Technical Service & Operations

Reports To - Service Head – Commercial Kitchen Equipment

About KNI

KNI Services Pvt. Ltd. (Kitchen Network International) is building India's largest technology-driven service network for Commercial Kitchen Equipment. Through the KNI Application, we provide Installation, Breakdown Service, Preventive Maintenance (PM), Annual Maintenance Contracts (AMC), Spare Parts Management, Technical Support, and Certified Service Engineers across India.

Position Overview

We are looking for an experienced Service Coordinator with sound knowledge of Commercial Kitchen Equipment to efficiently manage daily service operations through the KNI Service Application.

The ideal candidate should be technically knowledgeable, highly organized, and capable of coordinating customers, service engineers, spare parts, and service schedules while ensuring timely closure of service requests and an excellent customer experience.

Key Responsibilities

Service Call Management

Receive customer complaints through phone, WhatsApp, email, and the KNI Application.

Register and assign service calls in the KNI Service Application.

Prioritize emergency and breakdown service requests.

Allocate service engineers based on location, expertise, and availability.

Monitor service response time and ensure timely closure of service calls.

Follow up with customers until the complaint is completely resolved.

Escalate unresolved technical issues to the Service Head.

Customer Support

Provide first-level technical guidance to customers over phone or video call.

Understand customer complaints and perform preliminary troubleshooting.





Guide customers on basic operational checks before dispatching an engineer.

Explain service procedures, AMC coverage, spare part availability, and service timelines.

Maintain professional communication and ensure customer satisfaction.

Service Engineer Coordination

Schedule daily service calls and optimize engineer routes.

Coordinate installation, preventive maintenance, breakdown, warranty, and AMC visits.

Track engineer attendance, movement, and job completion.

Verify digital service reports submitted by engineers.

Ensure engineers follow KNI SOPs and service standards.

Coordinate with technicians for urgent service requirements.

KNI Application Management

Manage all service activities through the KNI Service Application.

Create and assign service tickets.

Monitor real-time service status.

Update customer records and equipment history.

Upload photographs, service reports, and job completion records.

Ensure accurate digital documentation of every service call.

Generate service performance reports and analytics.

Spare Parts Management

Maintain inventory of spare parts and consumables.

Coordinate spare part dispatch to service engineers.

Monitor stock levels and initiate purchase requests when required.

Maintain inward and outward stock records.

Verify spare parts consumption against service reports.

Ensure proper stock reconciliation and inventory accuracy.

Documentation & Reporting





Maintain complete customer service history.

Manage AMC records and preventive maintenance schedules.

Prepare daily, weekly, and monthly service reports.

Maintain equipment installation records.

Track warranty status and service contracts.

Ensure complete documentation for every completed service call.

Desired Skills

Strong knowledge of Commercial Kitchen Equipment

Service Coordination & Planning

Customer Relationship Management

Technical Troubleshooting

Spare Parts Management

Inventory Control

Complaint Handling

AMC Management

Documentation & Reporting

Computer & ERP/App Management

MS Excel & Microsoft Office

Excellent Communication Skills

Time Management

Team Coordination

Multi-tasking Ability

Qualifications

Diploma / Bachelor's Degree in Mechanical, Electrical, Refrigeration, Hospitality Engineering, or a related field.

Positive technical understanding of imported commercial kitchen equipment will be an added advantage.

Key Performance Indicators (KPIs)

Service Response Time

Service Call Closure Rate

Customer Satisfaction (CSAT)

First-Time Resolution Support

Engineer Utilization

Spare Parts Inventory Accuracy

AMC Service Compliance

Complaint Resolution Time

Documentation Accuracy

Service Ticket Management Efficiency

Benefits

Competitive Salary

Performance Incentives

Professional Growth Opportunities

Technical Training & Certification

Exposure to Premium International Commercial Kitchen Equipment

Opportunity to Work with India's Largest Commercial Kitchen Service Network

How to Apply

Interested candidates who have experience in Commercial Kitchen Equipment Service Coordination are invited to apply.

Email: [email protected]

Mobile: +91-XXXXXXXXXX

Website: www.kniservices.com

Work Location: On the road

📌 Service Coordinator – Commercial Kitchen Equipment (India)
🏢 KNI Services
📍 India