Service Coordinator / Business Support

Service Coordinator / Business Support

About the Team

The After-Sales Service team ensures a seamless post-sales experience across consumer electronics and audio products by managing warranty support, DOA/RMA, repairs, replacements, reverse logistics, and service escalations. The team works closely with OEM/brand teams, service centers, channel partners, logistics, warehouse, finance, and sales teams to ensure timely resolution and high customer satisfaction.

Who We're Looking For

A detail-oriented and customer-focused professional with 25 years of experience in after-sales service, warranty operations, or service coordination, preferably within consumer electronics, audio, appliances, or related industries.

Your Role

• Manage end-to-end DOA, RMA, warranty, repair, and replacement processes.
• Coordinate with OEM/brand teams and authorized service centers for timely resolution of service cases.
• Create, track, and close service tickets within defined SLA/TAT.
• Coordinate with distributors, retailers, channel partners, and customers on service requirements and escalations.
• Manage reverse logistics for defective, repaired, and replacement products.
• Validate warranty claims using product serial numbers, purchase details, and OEM policies.
• Track service ageing, pending repairs, replacements, and escalations; proactively follow up for closure.
• Coordinate with Warehouse, Logistics, Finance, Sales, and OEM teams for service operations and claims reconciliation.
• Maintain service records and prepare MIS on tickets, TAT, ageing, DOA/RMA, warranty claims, and closures.
• Identify recurring product/service issues and highlight them to Brand/OEM teams for corrective action.
• Ensure adherence to company and OEM warranty, documentation, and service processes.

You're the Right Fit If

• Bachelor's degree in any discipline.
• 25 years of relevant experience in after-sales/service operations.
• Experience in consumer electronics, audio, mobile accessories, appliances, or IT hardware preferred.
• Strong understanding of DOA/RMA, warranty, repair, replacement, and reverse logistics.
• Experience coordinating with OEMs, service centers, channel partners, and customers.
• Strong follow-up, communication, problem-solving, and stakeholder management skills.
• Good working knowledge of MS Excel, ERP/CRM, and service ticketing systems.

Core Competencies

DOA & RMA Management | Warranty & Claims | Service Center Coordination | Repair & Replacement | Reverse Logistics | SLA/TAT Management | OEM & Channel Partner Coordination | Service MIS | Customer Escalation Management | Cross-Functional Coordination

Behavioral Skills

Customer-centric | Ownership & Accountability | Attention to Detail | Strong Follow-up | Problem Solving | Analytical Skills | Communication | Teamwork | Ability to Manage Multiple Priorities

Tools & Processes

SAP/ERP | CRM/Service Management Tools | OEM Warranty/RMA Portals | MS Excel & MS Office | Service Ticketing Systems