Service Operations & Coordination

Service Operations & Coordination

Location: Ghaziabad (U.P.)

Experience: 2-9 Years

Job Overview

We are looking for a proactive and organized Service Operations & Coordination Executive to manage day-to-day service operations, installation coordination, complaint handling, and customer support activities. The role is responsible for ensuring timely service execution, effective coordination with installers and internal teams, maintaining service records, and enhancing overall customer satisfaction.

Key Responsibilities

• Coordinate daily installation and after-sales service activities across assigned locations.
• Handle customer complaints, service requests, warranty-related queries, and ensure timely resolution.
• Coordinate with installers, service technicians, dealers, franchise partners, and regional teams for smooth service execution.
• Schedule and allocate service calls as per priority and monitor closure within defined TAT/SLA timelines.
• Maintain regular follow-up with customers regarding service status and closure confirmation.
• Support onboarding and coordination of outsourced installation and service teams.
• Ensure installation quality and adherence to company service standards and SOPs.
• Coordinate with Sales, Dispatch, Production, and Logistics teams for material availability and service planning.
• Prepare daily service MIS, pending complaint reports, service call status reports, and productivity reports.
• Maintain service documentation, warranty records, installation reports, and customer databases.
• Escalate critical service issues to management and support timely resolution.
• Assist in organizing installer training programs and product/service orientation sessions.
• Track customer feedback and support continuous improvement initiatives in service operations.

Desired Candidate Profile

• Graduate in any discipline; technical qualification will be an added advantage.
• 29 years of experience in Service Coordination, Service Operations, Customer Support, Installation Coordination, or After-Sales Service.
• Experience in handling customer complaints and coordinating field service teams.
• Good knowledge of service processes, TAT management, and MIS reporting.
• Proficient in MS Excel, MS Office, and ERP/Service Management Systems.
• Strong communication, coordination, follow-up, and problem-solving skills.
• Ability to work in a fast-paced environment and handle multiple service requests simultaneously.
• Customer-focused approach with strong organizational skills.

Preferred Industry

Candidates from the following industries will be preferred:

• Furnishing
• Interior Products
• Blinds & Curtains
• Flooring Solutions
• Home Dcor
• Building Materials
• Consumer Durables
• Modular Furniture
• Interior Solutions
• Related Service Industries

Key Skills

Service Operations, Service Coordination, Complaint Handling, Installation Coordination, After-Sales Service, Customer Support, MIS Reporting, TAT Monitoring, Warranty Coordination, Dealer Coordination, Installer Coordination, ERP, MS Excel, Customer Relationship Management, Service Planning, Field Service Coordination.