Key Responsibilities

1. Client Coordination
- Act as the primary point of contact for assigned client accounts (e.g. branch/site stakeholders) for day-to-day service requests, scheduling, and status updates.
- Log, track, and follow up on all client-raised service requests (SRs) from creation through to closure, ensuring accuracy of asset, site, and issue details.
- Communicate proactively with clients on visit scheduling, delays, and resolution timelines; keep clients informed before they need to ask.
- Coordinate site access, approvals, and documentation required for vendor visits (spares approvals, civil/plumbing sign-offs, etc.).
- Escalate unresolved or at-risk tickets through the L1/L2/L3 escalation matrix within defined TAT thresholds.
- Collect and log client feedback after service closure; flag recurring complaints or dissatisfaction to the Team Leader.
- Support preparation of client-facing status reports (branch completion status, SLA adherence, spend summaries).

2. Vendor Management & Coordination




- Maintain and continuously update the vendor/contractor directory for the assigned territory (coverage area, unit expertise – e.g. Carrier, Blue Star, capacity, and rate cards).
- Assign and schedule vendor visits against open SRs, balancing urban (12-hr) and rural (36-hr) TAT targets by severity tier (P1/P2/P3).
- Track vendor adherence — visit punctuality, first-time-fix rate, and rework incidents — and maintain a running vendor performance record.
- Verify vendor-submitted job cards, spares usage, and cost entries against approved scope before closure; flag out-of-scope or inflated charges.
- Coordinate onboarding, documentation (agreements, compliance/insurance where applicable), and rate confirmation for current vendors.
- Conduct periodic vendor review conversations with underperforming vendors alongside the Team Leader, and recommend vendor mix changes to improve coverage or cost.
- Ensure preventive maintenance (PM) schedules are assigned and completed o

📌 Team Coordinator (Pune)
🏢 PROPHANDY TECHNOLOG
📍 Pune