Service Coordinator | Operations | Thane-Mumbai

Job Description : Service Coordinator Location : Thane Maharashtra Department : Service Operations Reports To : Service Manager / Operations Head

Role Overview

The Service Coordinator plays a crucial role in ensuring that firms service function delivers same-day resolutions and operates within defined Turnaround Times (TATs). This role demands strong people management multi-team coordination and the ability to function effectively in high-pressure shift-based environments.

Key Responsibilities

Ensure same-day closure of service calls wherever possible.

Track and enforce adherence to company-defined TATs for installation breakdown and preventive maintenance.

Follow a closed-loop system from customer complaint to technician dispatch to final resolution and feedback.

Coordinate field technician schedules and work orders using CRM and tracking tools.

Proactively follow up with field teams warehouse technical support and customer help desk to prevent delays .

Escalate and resolve delays part shortages or customer grievances on priority.

Provide proactive updates to customers via phone SMS or WhatsApp on service milestones.

Handle escalations with empathy while ensuring resolution within SLA timelines.

Maintain records of calls schedules feedback and closure reports.

Generate daily MIS reports on open / closed calls delays and technician performance

Requirements

Work Requirements

Must be willing to work in rotational shifts including weekends and holidays as per roster.

Strong multitasking and people coordination skills handling 50 technicians daily .

Ability to function effectively in a fast-paced high-pressure service environment.

Qualifications & Experience

Graduate in Operations Business Administration or related fields.

2 6 years in service operations HVAC operations is a plus facility management or IoT / tech-enabled field services.

Familiarity with CRM software ticketing systems Excel WhatsApp Business and internal dashboards.

Key Traits

Strong sense of ownership and urgency.

Excellent coordination and communication skills.

Tech-savvy with a logical and process-oriented mindset.

Work Requirements Must be willing to work in rotational shifts, including weekends and holidays as per roster. Strong multitasking and people coordination skills handling 50 + technicians daily. Ability to function effectively in a fast-paced, high-pressure service environment. Qualifications & Experience Graduate in Operations, Business Administration, or related fields. 2 6 years in service operations, HVAC operations is a plus, facility management, or IoT / tech-enabled field services. Familiarity with CRM software, ticketing systems, Excel, WhatsApp Business, and internal dashboards. Key Traits Strong sense of ownership and urgency. Excellent coordination and communication skills. Tech-savvy with a logical and process-oriented mindset.

Key Skills

Senior Care,Customer Service,Developmental Disabilities Experience,Computer Skills,Microsoft Outlook,Case Management,Computer Literacy,Dispatching,Home Care,Administrative Experience,Social Work,Word Processing

Employment Type : Full Time

Experience : years

Vacancy : 1