Job Description:

ABOUT THE ROLE

We are looking for a Service Coordinator to manage customer service requests, coordinate service engineers, track repair activities, and ensure smooth after-sales service operations. The role will involve regular coordination with customers, service engineers, production and electrical teams, along with maintaining accurate records in the ERP system.

KEY RESPONSIBILITIES:

Customer Service & Complaint Handling
. Attend to customer complaints and service requests through phone, email and video support.
. Understand customer issues and provide appropriate troubleshooting and usage guidance.
. Suggest spare parts replacement wherever required.
. Guide customers to send equipment/material to the company for repair when in office service is not feasible.
. Clearly communicate service charges and respond to customer queries in a timely manner.

Service Coordination
. Allocate daily service assignments to service engineers and monitor the progress of site visits.
. Prepare manpower schedules and ensure optimum utilisation of service engineers.
. Follow up with engineers on pending service calls, repairs and customer requirements.
. Coordinate with Production and Electrical teams for spare parts, technical support and service requirements.
.



Ensure service activities are completed within the required timelines and as per company standards.

ERP & Documentation
. Record all customer complaints, service requests, actions taken and resolutions in the ERP system.
. Ensure daily service and work entries are updated accurately in ERP.
. Maintain proper records of customer materials received for repair and their status.
. Track service history, pending complaints, repairs and material movement.

REQUIREMENTS:

. 2-5 years of experience in service coordination, customer service, after-sales service or a similar role, preferably in a manufacturing setting.
. Good coordination and communication skills.
. Ability to handle customer complaints professionally and provide timely solutions.
. Experience in coordinating field/service engineers will be preferred.
. Basic understanding of spare parts, repairs and technical service processes.
. Hands-on experience with ERP systems and good MS Excel knowledge.
. Strong follow-up, organisation and multitasking skills.
. Ability to coordinate effectively with customers and internal departments.
. Willingness to take ownership and handle additional responsibilities as required by management.

📌 Service Coordinator (India)
🏢 Mantras2Success Consultants
📍 India