Service Coordinator (Help Desk)
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Job Summary
Location: Bangalore Karnataka
Position: Service Coordinator (Help Desk)
Experience: 25 Years
Industry: Industrial Power Equipment / UPS Systems / Power Solutions
Position Overview
We are looking for an organized and responsive Service Coordinator (Help Desk) to manage customer support operations and field service logistics for industrial power systems including UPS units inverters and power distribution equipment. The candidate will act as the core liaison between clients field service engineers and internal teams to ensure prompt fault resolution seamless preventative maintenance schedules and high customer satisfaction.
Help Desk Management: Serve as the primary point of contact for customer queries service requests and breakdown calls received via phone email or web portal.
Ticket Lifecycle Tracking: Log all incoming incidents in the ticketing system assign priority levels and track issues to resolution within contractual SLAs.
Field Engineer Dispatch & Routing: Coordinate daily schedules for field service engineers optimizing response times and geographic routing for installations maintenance and emergency repairs.
Spare Parts Logistics: Work with warehouse and procurement teams to track availability and dispatch of critical spare parts required for service jobs.
SLA Compliance & Reporting: Monitor resolution times against service level agreements escalate critical delays and generate weekly service metric reports for management.
Customer Communication: Provide regular status updates to clients throughout the repair lifecycle and gather post-service feedback.
Education: Diploma / Bachelors degree in Electrical/Electronics Engineering Computer Applications or Business Administration.
Experience: 2 years of experience in service coordination help desk operations or technical customer support within power systems industrial machinery or IT hardware sectors.
Skills: Proficient in CRM or service desk software (e.g. Salesforce Zoho Freshdesk) MS Excel and route planning.
Communication: Clear polite and effective verbal and written communication in English and regional languages to manage field teams and clients efficiently.
Required Skills:
Customer Service Electrical Power Systems Help Desk Service Coordinator
