Job Description: Service Coordinator

Location: Thane,
Maharashtra

Department:
Service Operations

Reports To:
Service Manager / Operations Head

Company: Climate Tech Company

Role Overview

The Service
Coordinator plays a crucial role in ensuring that Circolife's 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.

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.