Service Co-ordinator

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 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. 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.