Job Description: Service Coordinator
Location: Ohkla Phase 1 , New Delhi
Department: Service Operations
Reports To: Service Manager / Operations Head
Role Overview
The Service Coordinator plays a crucial role in ensuring that service function
delivers same-day resolutions and operates within defined Turnaround Times (TATs). This
role demands strong people management, multi-team coordination, and the ability to
function effectively in high-pressure, shift-based environments.
Key Responsibilities
Ensure same-day closure of service calls wherever possible.
Track and enforce adherence to company-defined TATs for installation, breakdown, and
preventive maintenance.
Follow a closed-loop system — from customer complaint to technician dispatch to final
resolution and feedback.
Coordinate field technician schedules and work orders using CRM and tracking tools.
Proactively follow up with field teams, warehouse, technical support, and customer help
desk to prevent delays.
Escalate and resolve delays, part shortages, or customer grievances on priority.
Provide proactive updates to customers via phone, SMS, or WhatsApp on service
milestones.
Handle escalations with empathy while ensuring resolution within SLA timelines.
Maintain records of calls, schedules, feedback, and closure reports.
Generate daily MIS reports on open/closed calls, delays, and technician performance.
Key Performance Indicators (KPIs)
KPI Target
Same-day Closure Rate ≥ 95%
Adherence to TAT (per SLA) ≥ 100%
Daily Call Assignment Efficiency 100%
Technician Utilization ≥ 85%
Repeat Cases < 45 days ≤ 5%
Customer Feedback Score ≥ 4.5 / 5
Daily Reports Accuracy 100%
Work Requirements
Must be willing to work in rotational shifts, including weekends and holidays as per
roster.
Strong multitasking and people coordination skills — handling 50 + technicians daily.
Ability to function effectively in a fast-paced, high-pressure service environment.
Qualifications & Experience
Graduate in Operations, Business Administration, or related fields.
4–6 years in service operations, HVAC operations is a plus, facility management, or
IoT/tech-enabled field services.
Familiarity with CRM software, ticketing systems, Excel, WhatsApp Business, and
internal dashboards.
Key Traits
Strong sense of ownership and urgency.
Excellent coordination and communication skills.
Tech-savvy with a logical and process-oriented mindset.
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