– Backend Office Service Coordinator (MHE)JOB DESCRIPTIONBackend Office Service Coordinator – Material Handling Equipment (MHE)

Company: Viren Engineers

Department: Service / After-Sales

Position: Backend Office Service Coordinator

Location: Ludhiana, Punjab

Reporting To: Service Manager / Management

Experience: 1–3 years preferred

Qualification: Graduate / Diploma; technical knowledge of MHE will be an advantage

Job Purpose The Backend Office Service Coordinator will be responsible for coordinating customer complaints, service technicians, preventive maintenance, breakdown calls, AMC/CMC services, spare parts, service reports, quotations and billing. The person will act as the central coordination point between customers, field technicians, service manager, stores/spares, accounts and sales.

This role is particularly important for ensuring timely technician deployment, proper follow-up and closure of service complaints. These responsibilities are consistent with service-coordinator roles in the MHE industry, which commonly include technician scheduling, work-order tracking, customer communication, PM scheduling, quotations, reporting and billing. (MH Equipment)

Key Responsibilities

1. Customer Complaint Management

- Receive customer complaints through phone, WhatsApp and email.
- Record all complaints in the service register/software.
- Understand the nature and priority of breakdown/service requirements.
- Allocate complaints to the appropriate technician.
- Regularly follow up until the complaint is completely closed.
- Escalate delayed or critical complaints to the Service Manager.

2. Technician Coordination

- Prepare daily technician movement and visit plans.
- Coordinate technician availability according to customer priority and location.
- Track technician attendance, movement and job status.
- Follow up with technicians for service reports and job completion.
- Maintain technician-wise pending complaint reports.

3. Preventive Maintenance / AMC / CMC





- Prepare monthly PM schedules for customers.
- Coordinate technicians for scheduled PM visits.
- Maintain AMC/CMC customer records and service due dates.
- Follow up for pending AMC/CMC visits and renewals.
- Ensure timely completion and documentation of PM services.

4. Service Documentation

- Prepare and maintain job cards, service reports and complaint records.
- Check technician service reports before forwarding them for billing.
- Maintain records of breakdowns, PMs, AMC/CMC and warranty jobs.
- Maintain open and closed complaint reports.
- Ensure proper documentation in ERP/CRM/software and Excel.

5. Spare Parts Coordination

- Coordinate with the Stores/Spare Parts Department for required parts.
- Follow up for availability and dispatch of spare parts.
- Track parts required for pending service jobs.
- Coordinate with technicians regarding parts requirements.
- Escalate critical parts shortages to management.

6. Quotation & Billing Support

- Prepare service, repair, AMC/CMC and spare-parts quotations as required.
- Follow up with customers for quotation approval.
- Coordinate with Accounts for service billing/invoicing.
- Ensure completed jobs are processed for billing without unnecessary delay.

7. Customer Follow-Up

- Inform customers about technician visit schedules.
- Provide regular updates regarding pending service complaints.
- Take customer feedback after completion of service.
- Maintain professional communication and customer relationships.

8. MIS & Reporting Prepare daily/weekly/monthly reports covering:

- Total complaints received
- Open and closed complaints
- Pending complaints




- Technician-wise jobs
- PM due and completed
- AMC/CMC status
- Breakdown response and closure
- Spare parts pending
- Service quotations and approvals
- Billing pending
- Customer complaints/escalations

Required Skills
- Excellent communication and customer-handling skills.
- Strong coordination and follow-up ability.
- Valuable knowledge of MS Excel, Word and Email.
- Basic knowledge of ERP/CRM/service-management software.
- Good organizational and time-management skills.
- Ability to handle multiple complaints simultaneously.
- Basic understanding of forklifts and MHE such as forklift trucks, reach trucks, pallet trucks and battery-operated equipment is preferred. (Directorate General of Training)
- Ability to work under pressure and meet service TAT.
- Strong problem-solving and escalation skills.

Key Performance Indicators (KPI)
- Complaint response time
- Complaint closure within TAT
- Reduction in pending complaints
- PM completion percentage
- Technician utilization
- Timely submission of service reports
- Timely billing of completed jobs
- AMC/CMC renewal follow-up
- Customer satisfaction
- Accuracy of service records and MIS

Preferred Candidate Profile The ideal candidate should be organized, proactive and strong in follow-up, with the ability to coordinate customers and field technicians efficiently. Prior experience in forklift, MHE, automobile, industrial equipment, machinery or technical service coordination will be preferred. Salary: As per experience and company standards.

Employment Type: Full-time.

Important Responsibility The Service Coordinator will be responsible for ensuring that no customer complaint, technician visit, PM schedule, service report, quotation or billing case remains unattended or without proper follow-up.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits

- Cell phone reimbursement
- Health insurance

Work Location: In person

📌 backend office service coordinator (Focal Point)
🏢 VIREN ENGINEERS
📍 Focal Point