Service Coordinator

Overview

The Service Coordinator coordinates service operations, supports field service engineers, manages customer requests, and ensures timely execution of maintenance and service activities, acting as the liaison between customers, service teams and internal stakeholders to deliver high-quality service within SLAs.

What you'll do

• Schedule and coordinate preventive maintenance, breakdown calls and service activities.
• Assign service requests to field engineers based on location, skill set and availability.
• Monitor and track service tickets until closure.
• Ensure timely response and resolution of customer service requests in accordance with SLAs.
• Act as the primary point of contact for customers regarding service inquiries and updates.
• Maintain regular communication with customers on service status and issue resolution.
• Escalate critical customer concerns and coordinate with relevant teams for resolution.
• Maintain accurate records of service activities, work orders and customer interactions.
• Prepare service reports, maintenance schedules and operational dashboards.
• Track open service calls and ensure timely closure of pending actions.
• Support contract administration, including AMC/Warranty service coordination.
• Coordinate with Service Engineers, Project Teams, Spare Parts and Vendors to ensure smooth service execution.
• Arrange site access, permits and logistical support for field teams where required.
• Monitor engineer productivity and service performance metrics.
• Generate service performance reports and MIS reports.
• Maintain documentation related to maintenance contracts, service visits and customer records.
• Ensure compliance with company policies, safety standards and operational procedures.

What you'll need

• Bachelor's Degree or Diploma in Engineering, Business Administration, Operations Management, or a related field.
• 2–5 years of experience in Service Coordination, Customer Support, Service Operations, or Field Service Administration.

Details

• Location: Hyderabad, Andhra Pradesh, India.