Service Coordinator

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 companys 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.

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

Education

Minimum graduate-level education required.

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

Monthly Salary Salary : 10 - 10