Service Coordinator

Job Title: Service Coordinator

About Ozone

Evolving from a vision to create high-value customer-centric products that supply to Indian and global markets, Ozone Group has become an integral part of the architectural hardware and security segment today.

The organization's commitment to excellence and developing innovative solutions has helped cater to architects, builders, planners, and homeowners.

Over the last two decades, the group has successfully created a footprint that spans across USA, Germany, Turkey, Italy, UAE, and other countries, besides its home base in India.

The current portfolio has over 6000+ products classified under the following categories:

• Glass Fittings
• Shower Enclosures
• Glass Partitioning Systems
• Glass Railing Fittings
• Automatic Doors
• Door Hardware
• Kitchen & Furniture Fittings
• Security Solutions
• Doors & Windows

Contributing to the Make in India movement with its homegrown solutions, the Ozone Group has brought consistency in development to major cities across the nation. As part of the next phase, the organization is now focusing on expanding its base to tier 2 and 3 cities by providing end-to-end residential and commercial solutions that strengthen India’s national stance in the global market.

For more information, visit www.ozone.in

Brief about the role

The Service Coordinator will manage end-to-end after-sales service and installation operations, ensuring timely resolution of customer complaints, SLA compliance, and customer satisfaction. The role involves managing the Authorized Service Provider (ASP) network, monitoring service performance, ensuring spare parts availability, driving AMC sales and renewals, and coordinating with cross-functional teams to improve service efficiency and control costs.

Roles & Responsibilities:

• Manage installation, breakdown, warranty, and preventive maintenance services.
• Manage and develop the ASP and service-centre network to ensure effective service coverage.
• Monitor SLA compliance, turnaround time (TAT), first-time fix rates, repeat complaints, and pending service calls.
• Ensure availability, tracking, and control of service spares and inventory.
• Handle service escalations and key customer complaints to ensure timely resolution.
• Drive AMC sales, renewals, and preventive maintenance activities.
• Monitor ASP performance, manpower productivity, service quality, and compliance.
• Coordinate with Sales, Projects, SCM, Quality, and Technical teams to resolve service-related issues.
• Prepare service MIS, track performance metrics, and implement corrective actions for recurring issues.

Skillset & Qualification required:

• Diploma, Graduation, B.E., or B.Tech in Mechanical, Electrical, or Electronics preferred.
• 3–5 years of experience in service coordination, after-sales service, or service operations.
• Experience in ASP/vendor management and multi-location service operations.
• Strong technical understanding and customer-handling capabilities.
• Good communication, coordination, problem-solving, and commercial skills.
• Ability to manage service timelines, monitor performance, and drive customer satisfaction.

Technical Competencies:

• After-Sales Service and Installation Management
• ASP / Vendor Network Management
• SLA, TAT, and First-Time Fix Monitoring
• Service Spares and Inventory Management
• AMC Sales, Renewals, and Preventive Maintenance
• Service MIS, Performance Analytics, and Cost Control
• Complaint Resolution and Service Escalation Management

Behavioral Competencies:

• Customer Orientation and Service Excellence
• Communication and Stakeholder Management
• Problem-Solving and Decision-Making
• Planning, Coordination, and Time Management
• Accountability and Result Orientation
• Attention to Detail and Continuous Improvement

Join Us!

Together, let's revolutionize architectural and security landscape and inspire generations to come.