AV Sales Service Coordinator

Key Responsibilities:

• Coordinate end-to-end project activities, ensuring timely delivery of digital signage installations and solutions.

• Act as the primary liaison between clients, customers, vendors, and internal teams to ensure seamless communication and project execution.

• Oversee project timelines, track progress, and ensure all deliverables meet quality standards and deadlines.

• Identify potential issues early and handle escalations promptly to maintain customer satisfaction.

• Collaborate with technical teams to ensure proper installation, functionality, and post-installation support for clients.

• Maintain detailed project documentation and provide regular updates to stakeholders.

Skills & Qualifications:

• Strong organizational and multitasking abilities.

• Excellent communication and interpersonal skills to manage diverse stakeholders.

• Problem-solving mindset and ability to manage escalations effectively.

• Experience in project coordination or management, preferably in the Audio-Video or digital signage industry.

• Proficiency with project management tools and software is a plus.

Core Work

. Pending and Closed Calls Report

• Maintain and share a daily service call report clearly indicating pending, in-progress, and closed calls.

• Ensure timely follow-up on pending calls to avoid SLA breaches.

2. Number of Chargeable Calls (Pivot Table Report)

• Track and segregate chargeable and non-chargeable calls using a pivot table and share the report with Mr. Ranjeet.

• Share a consolidated monthly report highlighting total chargeable calls customer-wise and engineer-wise.

3. Engineer Review Count and Sharing List

• Monitor the number of reviews/feedback entries received for each engineer.

• Share an engineer-wise review count and performance summary periodically with the management team.

4. Monthly Engineer Meeting

• Conduct a monthly meeting with engineers and ensure it is held on time.

• Clearly explain expectations, updates, and action points during the meeting.

5. Engineer Safety Compliance

• Ensure all engineers use mandatory safety equipment while performing any service or installation activity.

• Monitor and enforce compliance at all sites.

6. Customer Coordination

• Coordinate with customers before scheduling the engineer visit.

• Follow up with customers after service completion to confirm closure and satisfaction.

7. Project-Wise Data Update

• Maintain and update project-wise data as per the shared format.

Work Profile for Service Coordinator/ Project Coordinator

Engineer Coordination & Call Management:

• Assign customer calls to engineers and track updates daily.

• Maintain a real-time status of calls (closed, pending, repeated) in the online software (SANGAM).

• Ensure engineers report upon reaching and leaving customer premises and confirm successful call completion with customer feedback.

• Handle online and in-house calls and close them promptly.

• Track engineers' locations and daily activity reports (DAR).

• Address gaps in engineers’ performance and report findings to HR.

Customer & AMC Management:

• Manage Annual Maintenance Contracts (AMC), including reminders, renewals, and feedback collection.

• Send AMC quotations and contracts to customers, maintain follow-ups, and update customer details in the database.

• Ensure all customer records have valid email IDs and update missing details promptly.

• Responsible for revenue generation through AMCs and other chargeable calls.

Data Management & Reporting:

• Maintain hard copies of call reports for unresolved online calls and update them in the system daily.

• Record and track details of chargeable calls and receipts in the system.

• Generate sales and performance reports as required.

• Follow up on payments and ensure accurate cash flow tracking.

Administrative & Operational Support:

• Coordinate material requirements and tool maintenance.

• Handle product replacements and inventory updates.

• Book travel arrangements for engineers and share details with accounts for processing.

• Organize quarterly team-building activities and assist in miscellaneous tasks assigned by Directors/Service Managers/HR.

Customer Communication & Branding:

• Start every call with: "Hello Bitsy, [Name] speaking."

• Confirm feedback from customers after every call before marking it as completed.

• Ensure branding stickers are pasted during dispatches of kiosks or video walls.

Compliance & Reporting:

• Ensure compliance with standard processes for call management and reporting.

• Notify and escalate issues such as gaps in engineer reviews or repeated call problems to management.

Performance Evaluation:
Performance will be evaluated monthly based on:

• Coordination efficiency.

• Timeliness in task completion.

• Customer and engineer feedback.

Revenue generation and call resolution metrics.

• It is a Full Time Sales / Business Development job for candidates with 1 - 2 years of experience.