Service Coordinator

Job Description:

ABOUT THE ROLE

We are looking for a Service Coordinator to manage customer service requests, coordinate service engineers, track repair activities, and ensure smooth after-sales service operations. The role will involve regular coordination with customers, service engineers, production and electrical teams, along with maintaining accurate records in the ERP system.

KEY RESPONSIBILITIES:

Customer Service & Complaint Handling
• Attend to customer complaints and service requests through phone, email and video support.
• Understand customer issues and provide appropriate troubleshooting and usage guidance.
• Suggest spare parts replacement wherever required.
• Guide customers to send equipment/material to the company for repair when on-site service is not feasible.
• Clearly communicate service charges and respond to customer queries in a timely manner.

Service Coordination
• Allocate daily service assignments to service engineers and monitor the progress of site visits.
• Prepare manpower schedules and ensure optimum utilisation of service engineers.
• Follow up with engineers on pending service calls, repairs and customer requirements.
• Coordinate with Production and Electrical teams for spare parts, technical support and service requirements.
• Ensure service activities are completed within the required timelines and as per company standards.

ERP & Documentation
• Record all customer complaints, service requests, actions taken and resolutions in the ERP system.
• Ensure daily service and work entries are updated accurately in ERP.
• Maintain proper records of customer materials received for repair and their status.
• Track service history, pending complaints, repairs and material movement.

REQUIREMENTS:

• 2–5 years of experience in service coordination, customer service, after-sales service or a similar role, preferably in a manufacturing environment.
• Good coordination and communication skills.
• Ability to handle customer complaints professionally and provide timely solutions.
• Experience in coordinating field/service engineers will be preferred.
• Basic understanding of spare parts, repairs and technical service processes.
• Hands-on experience with ERP systems and good MS Excel knowledge.
• Strong follow-up, organisation and multitasking skills.
• Ability to coordinate effectively with customers and internal departments.
• Willingness to take ownership and handle additional responsibilities as required by management.