Service Coordinator

Job Description

Job Description : Service Coordinator

Location : Thane, Maharashtra

Department : Service Operations

Reports To : Service Manager / Operations Head

Company : Climate tech company

Role Overview

The Service Coordinator plays a crucial role in ensuring that company's 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.

Key Performance Indicators (KPIs)

KPI Target

Same-day Closure Rate ≥ 95%

Adherence to TAT (per SLA) ≥ 100%

Daily Call Assignment Efficiency 100%

Technician Utilization ≥ 85%

Repeat Cases < 45 days ≤ 5%

Customer Feedback Score ≥ 4.5 / 5

Daily Reports Accuracy 100%

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.

4–6 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.

Requirements

Product Knowledge, Good communication skills, Confident, CRM Management, technical knowledge