Core Responsibilities of Customer Service Coordinator

1. Customer Support & Issue Handling
- Act as the primary contact for customers after installation.
- Receive and log service requests, complaints, and breakdown reports.
- Understand issues at a basic level (software, mechanical, or operational).
- Organise remote troubleshooting support when possible.

Service Coordination
- Schedule field service engineers for in office visits in coordination with respective service managers.
- Prioritize service calls based on urgency (machine downtime = high priority).
- Coordinate with internal teams (technical, spare parts, logistics).
- Ensure timely resolution and follow-ups

Spare Parts Management
- Identify required spare parts for repairs.
- Coordinate with inventory/warehouse for availability.
- Arrange dispatch of parts to customer locations.
- Track usage and maintain records.

Documentation & Reporting
- Maintain service logs, complaint records, and resolution timelines.
- Prepare service reports, AMC (Annual Maintenance Contract) records.




- Track machine performance and recurring issues.
- Generate customer satisfaction reports.

Customer Relationship Management
- Build long-term relationships with clients (garment factories, têxtile units).
- Follow up to ensure customer satisfaction after service.
- Handle escalations professionally.
- Support AMC renewals and service contracts.

Technical Coordination (Industry-Specific)
- Understand basic working of:
- Plotters (marker printing, CAD integration)
- Fabric Spreaders (layering accuracy, tension control)
- Automatic Cutting Machines (CNC cutting, blade maintenance, software)
- Assist customers with:
- Machine operation queries
- Software usage issues
- Preventive maintenance guidance

Preventive Maintenance Planning
- Schedule routine maintenance visits.
- Ensure machines are running efficiently with mínimal downtime.
- Educate customers on best practices and machine care.

Goal of the Role

To ensure maximum mach

📌 Customer Service Coordinator (Bengaluru)
🏢 SAMR TECHNOLOGY PRIVATE
📍 Bengaluru