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 solid 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
- An

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