Job Description: 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)