Ops | Service Coordinator | Mumbai
Ops | Service Coordinator | Mumbai
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Job Description
Department: Service Operations
Reports To: Service Manager / Operations Head
Role Overview
The Service Coordinator plays a crucial role in ensuring that firms service function delivers sameday resolutions and operates within defined Turnaround Times (TATs). This role demands strong people management multiteam coordination and the ability to function effectively in highpressure shiftbased environments.
Key Responsibilities
Ensure sameday closure of service calls wherever possible.
Track and enforce adherence to companydefined TATs for installation breakdown and preventive maintenance.
Follow a closedloop system from customer complaint to technician dispatch to final resolution and feedback.
Coordinate field technician schedules and work orders using CRM and tracking tools.
Proactively follow up with field teams warehouse technical support and customer help desk to prevent delays.
Escalate and resolve delays part shortages or customer grievances on priority.
Provide proactive updates to customers via phone SMS or WhatsApp on service milestones.
Handle escalations with empathy while ensuring resolution within SLA timelines.
Maintain records of calls schedules feedback and closure reports.
Generate daily MIS reports on open/closed calls delays and technician performance.
Requirements
Work Requirements
Must be willing to work in rotational shifts including weekends and holidays as per roster.
Strong multitasking and people coordination skills handling 50 technicians daily.
Ability to function effectively in a fastpaced highpressure service environment.
Qualifications & Experience
Graduate in Operations Business Administration or related fields.
4 6 years in service operations HVAC operations is a plus facility management or IoT/techenabled field services.
Familiarity with CRM software ticketing systems Excel WhatsApp Business and internal dashboards.
Key Traits
Strong sense of ownership and urgency.
Excellent coordination and communication skills.
Techsavvy with a logical and processoriented mindset.
Work Requirements Must be willing to work in rotational shifts, including weekends and holidays as per roster. Strong multitasking and people coordination skills handling 50 + technicians daily. Ability to function effectively in a fast-paced, high-pressure service environment. Qualifications & Experience Graduate in Operations, Business Administration, or related fields. 4 6 years in service operations, HVAC operations is a plus, facility management, or IoT/tech-enabled field services. Familiarity with CRM software, ticketing systems, Excel, WhatsApp Business, and internal dashboards. Key Traits Strong sense of ownership and urgency. Excellent coordination and communication skills. Tech-savvy with a logical and process-oriented mindset.
Employment Type
Full Time
