Service Coordinator – Technical Support & Service Operations

M-TRANS GROUP is looking for a responsible and well-organized Service Coordinator to manage daily service operations, coordinate with service engineers and customers, and ensure timely completion of service calls.

The candidate will be responsible for assigning service calls to engineers, monitoring call status, coordinating preventive maintenance and breakdown services, maintaining service records, and preparing daily service reports.

Our service operations cover photocopiers, multifunction printers (MFDs), document scanners, professional displays, and other IT and electronic equipment.

Key Responsibilities

• Receive and register customer service requests and complaints.
• Assign service calls to engineers based on location, workload, and technical requirements.
• Monitor daily service calls and ensure timely attendance and closure.
• Coordinate with customers and engineers regarding service schedules and updates.
• Follow up on pending, repeated, and unresolved service calls.
• Schedule and monitor preventive maintenance (PM), breakdown, installation, and AMC service calls.
• Track engineer attendance, daily call completion, and service report submissions.
• Ensure engineers submit Service Call Reports (SCRs) and Daily Activity Reports (DARs) on time.
• Coordinate spare parts requirements with the service and stores teams.
• Maintain service records, customer details, machine information, and AMC details.
• Monitor response time, call closure time, and customer satisfaction.
• Prepare daily, weekly, and monthly service performance reports using Excel.
• Coordinate with the accounts team regarding service billing, pending payments, and service eligibility where applicable.
• Escalate critical customer complaints and overdue service calls to management.
• Ensure proper communication between customers, service engineers, accounts, and management.

Required Skills

• Good communication and coordination skills.
• Knowledge of MS Excel, Word, email, and data entry.
• Strong follow-up and problem-solving abilities.
• Ability to manage multiple service calls and deadlines.
• Good telephone etiquette and customer-handling skills.
• Ability to maintain accurate records and prepare reports.
• Experience with service management software will be an advantage.

Educational Qualification

• Plus Two, Diploma, or any degree.
• Experience in service coordination, customer support, technical support, or office administration is preferred.
• Experience in photocopier, printer, IT hardware, or electronic equipment service operations will be an added advantage.

Performance Expectations

• Timely assignment and monitoring of service calls.
• Minimum pending and overdue service calls.
• Timely submission of SCRs and DARs.
• Accurate daily service reports and engineer performance tracking.
• Effective customer follow-up and complaint resolution.
• Proper coordination of AMC, PM, breakdown, and installation calls.

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Life insurance
• Paid sick time

Work Location: In person