Role & responsibilities Service Coordinator Access Control, CCTV & Telecom Systems

Position: Service Coordinator

Department: Service & Support

Location: Office-Based

Reporting To: Service Manager

Employment Type: Full-Time

Working Hours: 9:30 AM to 6:30 PM (with additional phone-based coordination and reporting responsibilities beyond office hours as required)

Job Summary

We are seeking a highly organized, proactive, and customer-focused Service Coordinator to manage service requests, coordinate field service engineers, and ensure the timely resolution of customer issues related to Access Control Systems, CCTV Surveillance Systems, Telecom Systems, IP Telephony, and associated security solutions.

The successful candidate will serve as the primary link between customers, service engineers, vendors, and management, ensuring efficient service delivery, compliance with service commitments, and high levels of customer satisfaction.

Key Responsibilities

Customer Service & Complaint Management

- Receive, log, and assign customer complaints and service requests received through phone, email, WhatsApp, CRM, or ticketing systems.
- Acknowledge customer requests promptly and ensure timely communication throughout the service process.
- Follow up with customers regarding service progress, resolution status, and closure confirmation.
- Maintain skilled and courteous communication while addressing customer concerns and escalations.

Service Coordination
- Schedule and allocate service calls to field engineers based on location, technical expertise, and service priority.
- Coordinate preventive maintenance visits, breakdown service calls, and AMC-related activities.
- Monitor daily service operations and ensure adherence to response and resolution timelines.




- Track pending service calls and proactively follow up to achieve timely closure.

Engineer Coordination & Monitoring
- Coordinate daily activities and assignments with field service engineers.
- Monitor engineer attendance, productivity, service updates, and job completion status.
- Escalate unresolved technical issues to senior technical personnel, OEMs, or support teams when required.
- Ensure timely submission of service reports, customer sign-offs, and supporting documentation.

Documentation & Reporting
- Maintain accurate records of service calls, complaints, preventive maintenance activities, and customer communications.
- Prepare daily, weekly, and monthly service performance reports.
- Update CRM or service management software with relevant service activities and customer interactions.
- Maintain records of installed systems, warranty details, AMC contracts, and service history.

AMC & Contract Management
- Track AMC renewal schedules and coordinate with sales and service teams for timely renewals.
- Schedule preventive maintenance visits as per contractual obligations.
- Maintain records of contract deliverables, service commitments, and compliance status.

Internal Coordination
- Coordinate with stores and procurement teams for spare parts and material availability.
- Liaise with technical support teams for remote troubleshooting and issue resolution.




- Coordinate with the accounts department for service-related documentation, approvals, and customer billing support when required.

Required Qualifications
- Graduate in any discipline.
- Qualification in Business Administration or Operations Management will be an added advantage.

Preferred Experience
- Experience in Service Coordination, Customer Support, Operations Coordination, or Help Desk Management.
- Prior experience in CCTV, Access Control Systems, Telecom, IP Telephony, Networking, Electronic Security Systems, or IT Services will be preferred.

Required Skills
- Excellent communication and customer relationship management skills.
- Strong organizational, planning, and multitasking abilities.
- Proficiency in Microsoft Excel, Word, Outlook, and email correspondence.
- Experience with CRM, ERP, or service management software.
- Ability to prioritize tasks and perform effectively in a fast-paced environment.
- Strong follow-up, coordination, and problem-solving skills.
- Basic technical understanding of CCTV, Access Control, Telecom, Networking, or IT systems will be advantageous.

Key Performance Indicators (KPIs)
- Service Call Response Time
- Service Call Closure Rate
- SLA Compliance
- Customer Satisfaction Levels
- AMC Visit Completion Rate
- Reduction in Pending Service Calls
- Engineer Utilization Efficiency
- Accuracy and Timeliness of Service Records and Reports

Personal Attributes
- Customer-centric approach.
- Strong attention to detail.
- Ability to work under pressure and manage multiple priorities.
- Team player with excellent coordination skills.
- Proactive, responsible, and result-oriented attitude.

Preferred candidate profile

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