The Service Coordinator will be responsible for managing customer service requests, coordinating technician visits, ensuring the timely resolution of complaints, and maintaining high levels of customer satisfaction. The role requires strong coordination, communication, and follow-up skills.

Key Responsibilities : 

1. Customer Service Management

• Receive and log service requests or complaints from dealers, customers, and end-users.
• Acknowledge and prioritize complaints based on urgency and warranty status.
• Maintain detailed records of customer interactions and service history.
• Service Team Coordination
• Schedule and assign service calls to technicians or authorized service partners.
• Monitor field service activities to ensure timely and proper complaint resolution.
• Follow up with technicians and customers post-service to ensure closure and satisfaction.

2. Spare Parts & Warranty Handling

• Maintain an inventory of spare parts and ensure timely dispatch for service jobs.
• Handle warranty verification and approvals based on company policies.
• Reporting & Feedback
• Prepare weekly and monthly service performance reports.
• Share feedback and common product issues with the technical and product teams for quality improvement.

3. Process Improvement

• Suggest and implement improvements in the service workflow and communication.
• Coordinate with logistics and sales teams for seamless after-sales support.