The Service
Coordinator plays a crucial role in ensuring that Circolife'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 rapid
📌 Service Coordinator – HVAC- Male Preferred (Thane)
🏢 N Human Resources & Management Systems
📍 Thane
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