Customer Support Service coordinator

Customer Support -Service Coordinator

Location: Madurai
Company: KM BIOMED

About KM BIOMED

KM BIOMED is a fast-growing leader in patient mobility and hospital care solutions. Our portfolio includes hospital beds, ICU beds, stretchers, wheelchairs, and advanced electric mobility systems serving hospitals, rehab centers, senior care and home-care markets across India.

As we scale nationally, we are building a professional, high-performance service organization to deliver world-class customer experience.

Role Summary

We are looking for an experienced Customer Support -Service Coordinator to lead our field service, installations, and technical support operations.
This role is responsible for ensuring high equipment uptime, fast service response, and superior customer satisfaction across all KM BIOMED customers.

You will manage field engineers, service partners, spare parts, and service processes while acting as the voice of the customer within the organization.

Key ResponsibilitiesService Support Coordinator

· Lead and manage Field Customer Support Engineers across regions

· Ensure timely installation, commissioning and service of hospital furniture & medical devices

· Define and track SLA, response time and resolution KPIs

Customer Experience

· Be the escalation point for critical hospital and key accounts

· Ensure high satisfaction for ICU, hospital and rehab customers

· Conduct periodic service reviews with major hospitals

Process & Quality

· Implement preventive maintenance programs

· Improve first-time fix rate and complaint closure

· Standardize installation, service and reporting processes

Spare Parts & Inventory

· Manage critical spare parts planning

· Reduce downtime through optimized parts availability

· Coordinate with procurement & manufacturing teams

Who We’re Looking For

· Degree / Diploma in Biomedical, Mechanical, Electrical or Electronics Engineering

· 1-2 years of experience in medical device, hospital equipment or healthcare service operations

· Strong understanding of:

o Hospital beds, ICU equipment, mobility devices

o Service workflows & spare parts planning

· Excellent customer communication & problem-solving skills

What Makes You a Great Fit

· Experience handling hospital clients, critical care environments

· Ability to manage field teams across multiple locations

· Strong analytical mindset to drive service KPIs

· Calm under pressure when dealing with ICU-level escalations

Why Join KM BIOMED

· Be part of a company building India’s next-generation patient mobility platform

· Lead a service organization that directly impacts patient safety & dignity

· Work with advanced electric hospital beds and mobility systems

· Strong growth and leadership opportunities

Pay: ₹15,000.00 per month

Benefits:

• Flexible schedule
• Provident Fund

Work Location: In person