Service Coordinator
Service Coordinator
Posted on :
24-07-2025
Employer Active
1 Vacancy
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Job Description
Job Description: Service Coordinator
Location: Chennai Tamil Nadu
Department: Service Operations
Reports To: Service Manager / Operations Head
Company: Climate tech Company
Role Overview
The Service Coordinator plays a key role in ensuring field service function
delivers same-day resolutions and meets all defined Turnaround Times (TATs). The
position demands strong coordination skills field team management and the ability to
work under pressure in shift-based operations. A background in HVAC services is essential.
Key Responsibilities
Ensure same-day closure of service calls wherever feasible.
Track and ensure strict adherence to TATs for installations breakdowns and
preventive maintenance.
Operate within a closed-loop process from customer complaint to technician
dispatch to resolution and feedback.
Manage the scheduling and dispatch of 50 field technicians using CRM and tracking
tools.
Proactively coordinate with internal teams (warehouse tech support customer helpdesk) to minimize service delays.
Escalate and resolve service delays part shortages or customer issues promptly.
Communicate proactively with customers via phone SMS or WhatsApp regarding
service progress.
Handle customer escalations with empathy and resolve them within SLA timelines.
Maintain accurate documentation of calls technician schedules and closure reports.
Generate and share daily MIS reports on call closures delays and technician
performance.
Key Performance Indicators (KPIs)
KPI Target
Same-day Closure Rate 95%
TAT Adherence (as per SLA) 100%
Daily Call Assignment Efficiency 100%
Technician Utilization 85%
Repeat Service Cases (<45 days) 5%
Customer Feedback Score 4.5 / 5
Accuracy of Daily Reports 100%
Requirements
Work Requirements
Willingness to work in rotational shifts including weekends and holidays as per the
duty roster.
Strong multitasking skills and capability to manage large field teams.
Able to thrive in a high-pressure fast-paced service operations environment.
Qualifications & Experience
Graduate in Operations Business Administration or related fields.
5 8 years of experience in service operations with mandatory HVAC domain expertise.
Prior exposure to facility management or IoT-enabled field services is a plus.
Proficient with CRM platforms ticketing tools Excel WhatsApp Business and internal
dashboards.
Language Proficiency
Fluent in English and Tamil (mandatory)
Proficiency in Hindi is an added advantage
Key Traits
Strong sense of ownership and urgency.
Excellent coordination and communication skills.
Tech-savvy with a process-oriented logical mindset.
Fluent in English & Tamil. HVAC domain expertise. Proficient with CRM platform.
Education
Graduate in Operations, Business Administration, or related fields.
Employment Type
Full Time
Key Skills
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