Service Coordinator

Position Overview

The Service Coordinator will be responsible for managing all after-sales service activities and ensuring smooth operations from complaint handling to revenue generation. The role involves customer complaint management, warranty claims, vendor coordination, spare parts requests, standby tool handling, service payment recovery, and service camp execution.

The coordinator will also ensure real-time tracking in Zoho FSM, time management of field technicians, and preparation of performance reports. This is a key role connecting customers, technicians, vendors, and management while contributing to both customer satisfaction and revenue growth.

Key Responsibilities

1. Customer Complaint Handling (End-to-End)

   • Attend and log complaints via phone, email, or Zoho CRM/Desk.

   • Assign jobs to field service technicians and track resolution.

   • Provide customers with timely updates until closure.

   • Confirm service completion with customer satisfaction.

2. Warranty Claims & Vendor Coordination

   • Verify warranty status using invoice/serial numbers.

   • Prepare and submit warranty claim requests.

   • Coordinate with vendors for claim approvals and replacements.

   • Maintain warranty records and settlement logs.

3. Standby Tools Management

   • Arrange standby tools/equipment for customers during downtime.

   • Track issue and return of standby tools with documentation.

   • Maintain condition reports and inventory logs.

4. Spare Parts Purchase Requests

   • Identify spares required for repairs or preventive service.

   • Raise purchase requests and follow up with procurement/stores.

   • Track approvals and maintain spare consumption records.

5. Time Management & Service Scheduling

   • Monitor daily schedules of field service technicians.

   • Ensure SLA compliance and punctual job closures.

   • Escalate delays or repeat issues to Service Manager.

6. Field Service Technician Daily Updates (Zoho FSM)

   • Ensure technicians record all activities in Zoho FSM (jobs, travel, spare usage).

   • Verify accuracy of job closure reports.

   • Generate daily dashboards for management review.

7. Field Service Technician Monthly Reports

   • Compile monthly service performance reports.

   • Track closures, spares usage, customer feedback, and repeat complaints.

   • Submit consolidated technician performance to management.

8. Service Payment Recovery

   • Raise service invoices with accounts team.

   • Follow up with customers for pending payments.

   • Track recoveries and escalate overdue cases.

   • Maintain payment recovery logs linked to job cards.

9. Service Camps for Revenue Generation

   • Plan and organize service camps with customers, dealers, or OEMs.

   • Promote preventive maintenance, AMC sign-ups, and spare sales.

   • Ensure proper logging of jobs in Zoho FSM and billing.

   • Prepare post-camp revenue and lead reports.

10. Documentation & Reporting

• Maintain complete records of complaints, warranty claims, spares, standby tools, and payments.

• Generate daily, weekly, and monthly MIS reports.

• Highlight recurring issues or overdue payments to management.

Required Skills & Competencies

• Excellent communication (English, Hindi, Marathi).

• Proficiency in Zoho FSM / CRM / Desk and MS Office.

• Strong problem-solving, follow-up, and negotiation skills.

• Time management and organizational ability.

• Knowledge of spare parts management and warranty claim processes.

Qualifications

• Graduate (Engineering/Technical preferred).

• 2–5 years’ experience in service coordination, warranty handling, or after-sales support.

• Experience in automotive tools, garage equipment, or engineering services preferred.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 3 years of experience.