Service Coordinator

About this role

The Service Coordinator is responsible for coordinating service operations, supporting field service engineers, managing customer requests, and ensuring timely execution of maintenance and service activities. The role serves as a key liaison between customers, service teams, and internal stakeholders to ensure high-quality service delivery and adherence to service level agreements (SLAs).

Key Responsibilities

Service Coordination

Schedule and coordinate preventive maintenance, breakdown calls, and service activities.

Assign service requests to field engineers based on location, skill set, and availability.

Monitor and track service tickets until closure.

Ensure timely response and resolution of customer service requests in accordance with SLAs.

Customer Support

Act as the primary point of contact for customers regarding service inquiries and updates.

Maintain regular communication with customers on service status and issue resolution.

Escalate critical customer concerns and coordinate with relevant teams for resolution.

Planning & Administration

Maintain accurate records of service activities, work orders, and customer interactions.

Prepare service reports, maintenance schedules, and operational dashboards.

Track open service calls and ensure timely closure of pending actions.

Support contract administration, including AMC/Warranty service coordination.

Team Support

Coordinate with Service Engineers, Project Teams, Spare Parts, and Vendors to ensure smooth service execution.

Arrange site access, permits, and logistical support for field teams where required.

Monitor engineer productivity and service performance metrics.

Reporting & Compliance

Generate service performance reports and MIS reports.

Maintain documentation related to maintenance contracts, service visits, and customer records.

Ensure compliance with company policies, safety standards, and operational procedures.

Required Qualifications

Bachelor's Degree or Diploma in Engineering, Business Administration, Operations Management, or a related field.

2–5 years of experience in Service Coordination, Customer Support, Service Operations, or Field Service Administration.