Job Description: Senior Service Customer Care Centre (CCC)
Role: Specialist Service Operations
Location: Mumbai / Thane, India

Role Overview
The Senior Service CCC is responsible for managing end-to-end service operations with a strong focus on spare parts coordination, service efficiency, and customer satisfaction. This role ensures seamless after-sales support by working closely with field service engineers, managing inventory, handling escalations, and maintaining accurate service records and system data.

Key Responsibilities
1. Customer Service & Spare Parts Coordination

- Act as the primary point of contact for Field Service Engineers for spare parts support
- Ensure availability, allocation, and timely dispatch of spare parts
- Coordinate with warehouses and vendors for procurement and supply continuity
- Monitor and track spare parts movement to prevent service delays
- Plan inventory levels based on usage trends and forecasting
- Manage the import and export of spare parts in coordination with the clearance team, ensuring compliance with all required technical and supporting documentation

2. Service Operations Management

- Ensure timely support for ongoing service activities
- Minimize service downtime by ensuring quick availability of spare parts
- Support preventive and breakdown maintenance through effective coordination

3. Inventory & Logistics Management

- Track inventory across locations and maintain optimum stock levels across all plants
- Analyse consumption patterns to optimize inventory planning and reduce excess stock

4. Service Administration & Systems

- Maintain accurate service records and documentation
- Ensure data integrity and accuracy in ERP/CRM systems and SAP
- Manage service contract billing in SAP




- Oversee tracking of spare parts (both serviceable and defective) from field locations and ensure their timely return and reconciliation at the central warehouse

5. Reporting & MIS

- Generate service MIS reports and MIS dashboards
- Analyze service performance metrics and identify areas for improvement
- Provide actionable insights to management based on data analysis

6. Team & Cross-Functional Coordination

- Guide and support junior service coordinators/executives
- Coordinate with regional service teams, logistics, internal departments, and warehouse teams
- Ensure smooth communication and collaboration across all service functions

Key Skills Required
Functional Skills

- Strong knowledge of service operations and spare parts management
- Hands-on experience with SAP, ERP, and CRM systems
- Expertise in inventory planning, logistics, and MIS reporting
- Strong knowledge IN Microsoft 365 application and expert in Excel

Soft Skills

- Excellent coordination and communication skills
- Strong problem-solving and decision-making abilities
- Ability to manage multiple priorities in a quick-paced environment
- Detail-oriented with a strong customer focus

Experience & Qualification

- Graduate/Diploma (Engineering preferred)
- 3 to 6 years of experience in service coordination / CCC / after-sales operations
- Experience in managing multi-location service operations preferred

Key Performance Indicators (KPIs)

- Spare parts availability and turnaround time
- Reduction in service downtime
- SLA adherence for service support
- Inventory accuracy and optimization
- Data accuracy in SAP/ERP systems
- Efficiency of spare parts return and reconciliation process
- MIS reporting accuracy and timeliness

📌 Sr Service Operations (Thane)
🏢 PeopleSense Management Consultants
📍 Thane