Service Coordinator | Operations | Thane-Mumbai

Job Description: Service Coordinator| Location: Thane, Maharashtra | Department: Service Operations | Reports To: Service Manager / Operations Head Role Overview The Service Coordinator plays a crucial role in ensuring that firm'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 Requirements 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. • 2–6 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.