: Service Coordinator

Location: Thane, Maharashtra

Department: Service Operations

Reports To: Service Manager / Operations Head

Company: Climate Tech Company

Role Overview

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.

· Solid multitasking and people coordination skills — handling 50 + technicians daily.

· Ability to function effectively in a fast-paced, high-pressure service environment.

Qualifications & Experience

· Graduate in Operations, Business Administration, or related fields.

· 4–6 years in service operations, HVAC operations is a plus, facility management, or IoT/tech-enabled field services.

· Familiarity with CRM software, ticketing systems, Excel, WhatsApp Business, and internal dashboards.

Key Traits

· Strong sense of ownership and urgency.

· Excellent coordination and communication skills.

· Tech-savvy with a logical and process-oriented mindset.

📌 Service Coordinator – HVAC- Male Preferred (Thane)
🏢 N Human Resources u0026 Management Systems
📍 Thane