We are looking for a Regional Champ to manage and coordinate IT service operations for the Dell requirement in Hyderabad. The role involves coordinating field engineers, tracking service requests, following up on pending cases, handling customer coordination, monitoring SLA/TAT, and maintaining daily service reports.
Roles & Responsibilities
- Coordinate and manage field engineers/technicians for service activities.
- Assign and coordinate engineers for customer service requests.
- Track open, pending, and closed service tickets.
- Follow up with engineers to ensure timely resolution of service requests.
- Monitor SLA and TAT for all assigned cases.
- Coordinate with customers regarding service status and engineer visits.
- Handle escalations and ensure timely resolution of pending issues.
- Coordinate with service partners and vendors whenever required.
- Coordinate laptop/desktop hardware service and break-fix activities.
- Follow up on spare parts requirements and replacement activities.
- Maintain records of service requests, engineer visits, and case closures.
- Prepare daily, weekly, and monthly MIS/service reports.
- Update service status and ensure accurate ticket closure.
- Coordinate with internal teams for operational requirements.
- Ensure smooth communication between customers, engineers, vendors, and the operations team.
Required Skills
- Good knowledge of IT hardware – laptops and desktops.
- Basic understanding of hardware troubleshooting and break-fix services.
- Experience in field service / IT service coordination.
- Experience coordinating field engineers or technicians.
- Good understanding of service tickets, SLA, and TAT.
- Good customer coordination and follow-up skills.
- Good knowledge of MS Excel and reporting.
- Good verbal and written communication skills.
- Ability to handle multiple service requests and priorities.
- Good problem-solving and escalation-handling skills.
Preferred Experience Candidates with experience in any of the following areas will be preferred:
- IT Service Coordinator
- Field Service Coordinator
- Technical Coordinator
- Service Operations Coordinator
- IT Operations Coordinator
- Field Support Coordinator
- Service Desk / Service Delivery Coordinator
- Laptop/Desktop Hardware Service Coordinator
Candidate Profile
- Any Graduate / Diploma.
- 1-3years of relevant experience in IT service coordination or field service operations.
- Should have experience coordinating engineers/technicians.
- Should have basic knowledge of laptop and desktop hardware.
- Should be comfortable working with Excel, email, and ticketing/service management systems.
- Should have valuable communication and coordination skills.
- Candidates based in Hyderabad/Secunderabad or willing to relocate can apply.
Key Skills IT Hardware | Laptop & Desktop | Field Service | Engineer Coordination | Service Coordination | Customer Coordination | Ticket Management | SLA | TAT | Spare Parts Coordination | MS Excel | MIS Reporting | Vendor Coordination | Escalation Management