Position: Service Coordinator

Department: Service & Support

Industry: Audio Visual (AV) Solutions

Location: Okhla Phase-II, Delhi

Reporting To: Service Manager / Head – Service

Experience: 2–5 years in AV / IT / ELV / Technical Service Coordination

Job Purpose The Service Coordinator will be responsible for coordinating the service operations of the AV engineer team, ensuring timely allocation and closure of service calls, maintaining accurate CRM records, and supporting the AMC quotation and renewal process.

Key Responsibilities

1. Service Call Coordination

- Receive and register customer service requests and complaints.
- Create and update service tickets in the CRM system with complete details.
- Prioritize service calls based on urgency, customer requirements and SLA.
- Assign service calls to the appropriate field/service engineer.
- Coordinate engineer schedules and ensure timely attendance at customer sites.
- Follow up with engineers for call status, pending issues and closure.

2. Engineer Team Coordination

- Prepare and share the daily/weekly service schedule with engineers.
- Coordinate engineer visits based on location, skill set and availability.
- Monitor engineer attendance, check-in/check-out and service visit status.
- Escalate delays, repeat complaints and unresolved technical issues to the Service Manager.
- Ensure engineers submit service reports after every visit.

3. CRM & Service Records

- Maintain accurate and updated customer and service-call records in CRM.
- Ensure service reports, photographs, quotations and other relevant documents are properly recorded.
- Track open, pending and closed service calls.
- Prepare daily/weekly/monthly service reports and MIS.
- Maintain records of recurring complaints and equipment/service history.

4. AMC Coordination & Quotations

- Maintain records of existing AMC customers and contract expiry dates.
- Follow up with customers for AMC renewal opportunities.




- Coordinate with the technical team to understand equipment/service requirements.
- Prepare and share AMC quotations with customers as per company pricing and approved formats.
- Follow up on quotations and maintain the status of AMC proposals.
- Coordinate with the sales/accounts team for AMC confirmation, PO and renewal documentation.

5. Customer Coordination

- Communicate professionally with customers regarding service schedules and engineer visits.
- Provide updates on the status of ongoing service calls.
- Follow up for customer feedback/service closure.
- Handle routine customer queries and escalate technical or commercial issues when required.

Key Performance Indicators (KPIs)

- Timely allocation and response to service calls.
- Percentage of service calls closed within SLA.
- Accuracy and completeness of CRM records.
- Engineer utilization and schedule adherence.
- Timely submission of service reports.
- AMC quotation turnaround time.
- AMC renewal follow-up and conversion.
- Reduction in pending/overdue service calls.
- Customer satisfaction and complaint resolution time.

Required Skills & Competencies

- Valuable coordination and communication skills.
- Strong follow-up and team-management abilities.
- Basic understanding of AV products and systems such as displays, projectors, video conferencing, audio systems, DSP, amplifiers, microphones, etc.
- Working knowledge of CRM software and MS Excel.
- Ability to prepare quotations and service-related reports.
- Good organizational and time-management skills.
- Ability to handle multiple service requests simultaneously.
- Customer-focused approach with good problem-solving skills.

Qualification Graduate/Diploma in any discipline; technical qualification in Electronics, Electrical, IT or related field will be an advantage.

Preferred Experience

Experience in AV, IT, ELV, System Integration, Facility Management or Technical Service Coordination will be preferred.

📌 Service Coordinator (Delhi)
🏢 Savi Vision
📍 Delhi