Service Operations Coordinator II

Job Description - Service Coordinator

Position

Service Coordinator - Service Operations

Job Purpose

To ensure smooth and efficient coordination of service activities between customers, field engineers, service sales, technical teams, and internal departments. The role is responsible for service planning, scheduling, documentation, follow-up, and timely closure of service activities.

Key Responsibilities

• Coordinate Preventive Maintenance Breakdown, Installation & Commissioning, and service calls.
• Plan and schedule engineers based on customer requirements, priority, location, and availability.
• Coordinate with customers for site visits, shutdowns, PM schedules, commissioning activities, and service requirements.
• Prepare and maintain daily/weekly service schedules and trackers.
• Monitor service calls and ensure timely assignment and closure of jobs in the FSM system.
• Ensure FSR (Field Service Report) availability and proper documentation after completion of service activities.
• Follow up on open calls, pending FSRs, unbilled PMs, customer approvals, and service-related actions.
• Coordinate with Service Engineers, Service Sales, Technical Support, Quality, Logistics, and other internal teams.
• Track spare parts/material requirements, dispatch status, and delivery to customer sites.
• Support the process of PO, CAS approval, service billing, and invoice-related follow-ups.
• Maintain accurate service records, customer information, and operational trackers.
• Prepare and share MIS reports, PM status, call status, pending actions, and service performance reports.
• Escalate critical customer issues, delays, material constraints, and scheduling conflicts to the concerned stakeholders.
• Ensure timely communication with customers regarding engineer visits, service schedules, delays, and completion status.
• Support management in achieving PM completion, service response, productivity, billing, and customer satisfaction targets.
• Ensure compliance with company processes, safety requirements, and service documentation standards.

Key Performance Indicators (KPIs)

• PM planning and completion tracking
• Timely service call assignment and closure
• FSR and documentation compliance
• Reduction of pending/open service calls
• Customer response and coordination effectiveness
• Timely billing and unbilled PM follow-up
• Accuracy of service trackers and MIS reports
• Engineer utilization and schedule adherence
• Customer satisfaction and issue resolution

Required Skills

• Good communication and coordination skills
• Strong follow-up and ownership
• Good knowledge of MS Excel and MS Office
• Ability to manage multiple activities simultaneously
• Customer-oriented approach
• Good documentation and reporting skills
• Ability to work with cross-functional teams
• Good problem-solving and escalation-management skills

Qualification & Experience

• Graduate/ Business Administration, or a relevant discipline.
• 2-5 years of experience in service coordination, field service operations, customer service, or a similar role.
• Experience in UPS, power systems, electrical equipment, or industrial service operations will be an advantage.