Purpose of the Role

To coordinate service operations, ensure timely service delivery, maintain customer and service records, support project execution, and improve customer satisfaction through efficient planning, monitoring, reporting, and team coordination.

Key Result Areas (KRAs) and KPIsKey Result AreaKey Performance Indicators / TargetsService visit schedulingSchedule preventive maintenance, breakdown visits, and service calls as per agreed timelines. Target: 95% or more visits scheduled within the committed service timeline.Project execution and timelinesPrepare project activity plans, coordinate resources, and monitor progress against approved timelines. Target: Weekly project status updates and timely escalation of delays.AMC contracts and quotationsPrepare AMC proposals, quotations, renewals, and related documents; follow up with clients for closure. Target: 100% renewal quotations issued at least 30 days before expiry; follow-up tracker updated weekly.Statutory connectivity checklistPrepare and maintain checklists and coordination records for SPCB, CPCB, and CETP connectivity/compliance requirements. Target: 100% documentation maintained and submitted within required timelines.Site monitoring and ticket assignmentMonitor service requirements, raise tickets, assign engineers, and track ticket closure. Target: 95% of tickets assigned within four working hours and tracked until closure.CRM managementMaintain accurate client information, service history, complaint records, quotations, and follow-up details in the CRM system. Target: 100% of relevant records updated within one working day.Technician allocationAllocate service technicians according to skill, availability, location, and project priority. Target: Optimal daily deployment with no unassigned critical service request.Service complianceEnsure all service activities follow company procedures, safety practices, contractual terms, and statutory requirements. Target: Zero major non-compliance observations.Quality checks and inspectionsReview service completion reports and conduct/co-ordinate quality checks to confirm proper equipment operation. Target: 100% critical jobs verified before closure.Client complaint handlingIdentify, record, coordinate, and follow up on client complaints until resolution. Target: Acknowledge complaints within one working day and close as per agreed SLA.MIS and reportingPrepare and submit daily, weekly, and monthly MIS reports, task sheets, goal sheets, and meeting minutes. Target: 100% reports submitted accurately within stipulated deadlines.Teamwork and developmentBuild a cooperative, accountable service team through clear coordination and timely communication. Target:



Participate in regular team reviews and support continuous improvement actions.Key Responsibilities

- Plan and schedule service visits, preventive maintenance activities, breakdown calls, and project-related site activities.
- Prepare project execution plans and timelines; coordinate with engineers, technicians, vendors, and clients to ensure smooth implementation.
- Prepare AMC contracts, renewal proposals, quotations, work orders, and related commercial documents; maintain a systematic follow-up process.
- Prepare checklists and coordinate documentation for SPCB, CPCB, CETP, and other applicable statutory or regulatory requirements.
- Monitor service sites and service requests; generate and assign tickets to the appropriate service engineer or technician.
- Maintain complete and accurate client records, service history, complaint details, quotation status, and AMC information in CRM/software systems.
- Assign service technicians to specific service calls and projects based on technical competence, availability, location, and urgency.
- Ensure that all service activities comply with company procedures, safety standards, quality requirements, contract commitments, and applicable regulations.
- Coordinate quality checks, inspections, and service report verification to ensure equipment/systems are functioning correctly before job closure.
- Maintain service standards and ensure timely service delivery to internal and external customers.
- Assist the HOD, management, and senior team members with assigned operational, administrative, and reporting work.
- Coordinate service engineer visits and maintain an updated visit schedule and completion status.
- Identify client complaints, coordinate corrective action, maintain the issue tracker, and follow up until satisfactory closure.

Records and Reports to be Maintained

- Daily, weekly, and monthly MIS reports
- Service visit reports
- Stock reports
- AMC reports and renewal tracker
- Client feedback reports
- Issue tracker / complaint reports
- Consumables reports
- AMC payment and outstanding reports
- Project timelines and project status reports
- Service ticket register and closure reports
- Daily/weekly/monthly task and goal sheets
- Minutes of departmental meetings

General Responsibilities

- Cooperate with ISO,



CRM/software teams, internal auditors, and CA/audit teams for procedure changes, implementation, and information requirements.
- Ensure company facilities and resources are used only for authorized office work.
- Pursue continuous improvement in work processes and follow approved guidelines for all functions.
- Ensure the satisfaction of internal and external customers through responsive coordination and professional communication.
- Maintain a clean, organized workplace and act as custodian of departmental records and facilities.
- Maintain an effective physical and digital filing system, including secure soft-copy records on authorized devices.
- Follow the organization’s culture, code of conduct, policies, circulars, rules, and regulations.
- Maintain respectful and effective coordination with juniors, seniors, colleagues, clients, and vendors.
- Ensure timely submission of expenses and clearance of any suspense account, where applicable.
- Maintain punctuality, discipline, confidentiality, and professional conduct at all times.
- Ensure proper use and basic care of office equipment such as computers, telephones, and other assigned assets.
- Maintain confidentiality of company information, including salary, increments, policies, client data, contracts, and business processes.
- Participate in official company events and responsibly use company-provided facilities.
- Review personal performance monthly, identify improvement areas, and update seniors through email or review meetings.

Skills and Competencies Required

- Service planning and coordination
- Customer handling and follow-up
- Project timeline management
- CRM/software proficiency
- Documentation and report preparation
- Strong communication and teamwork
- Problem-solving and escalation management
- Attention to detail and record management
- Time management and task prioritization
- Basic understanding of service quality, safety, and compliance requirements

Reporting Relationship

Reports to: Service Manager / HOD / Management

Coordinates with: Service Engineers, Technicians, Sales Team, Accounts Team, CRM/Software Team, ISO Team, Clients, Vendors, and Internal Departments.

Pay: ₹30,000.00 - ₹35,000.00 per month

Perks:

- Cell phone reimbursement
- Health insurance

Ability to commute/relocate:

- Borivali, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

- Incase Shortlisted are you ready to join immediately?

Experience:

- Service Coordinator: 3 years (Required)

Language:

- English (Required)

Work Location: In person

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