AV Sales Service Coordinator

Bitsy Infotech Private Limited; Mumbai City; On-site; INR 400,000 - 600,000; Full time

Job summary

Bitsy Infotech Private Limited is seeking a dedicated Service Coordinator/Project Coordinator to manage end-to-end digital signage projects from kickoff to delivery. You will assign customer calls to engineers, track real-time status in Sangam, and ensure timely communications with clients, vendors and internal teams.

You will coordinate AMC renewals, maintain project documentation, prep performance reports, and support finance with invoices and receipts.

Qualifications

• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills to manage diverse stakeholders.
• Problem-solving mindset and ability to manage escalations effectively.
• Experience in management, preferably in the Audio-Video or digital signage industry.
• Proficiency with project management tools and software is a plus.
• Client Relationship Management, Service Scheduling.
• Project Coordination, CRM & Ticketing Systems
• Report Preparation, Team Coordination also AMC if require.

Responsibilities

• Coordinate end-to-end project activities to ensure timely digital signage delivery.
• Liaise with clients, vendors and internal teams for seamless communication and project execution.
• Track timelines and ensure deliverables meet quality standards and deadlines.
• Identify potential issues early and escalate to maintain customer satisfaction.
• Collaborate with technical teams for installation, functionality and post-install support.
• Maintain project documentation and provide regular updates to stakeholders.
• Assign customer calls to engineers and track updates daily.
• Maintain real-time call status in Sangam and ensure proper closure.
• Manage AMCs, renewals, quotations and customer data updates.
• Generate sales and performance reports and monitor payments and cash flow.

Skills

Organizational skills

Communication

Escalation handling

Experience in AV/digital signage

PM tools

CRM & ticketing

Report preparation

Team coordination

Tools

SANGAM

CRM software

Job description

Key Responsibilities:

• Coordinate end-to-end project activities, ensuring timely delivery of digital signage installations and solutions.
• Act as the primary liaison between clients, customers, vendors, and internal teams to ensure seamless communication and project execution.
• Oversee project timelines, track progress, and ensure all deliverables meet quality standards and deadlines.
• Identify potential issues early and handle escalations promptly to maintain customer satisfaction.
• Collaborate with technical teams to ensure proper installation, functionality, and post-installation support for clients.
• Maintain detailed project documentation and provide regular updates to stakeholders.

Skills & Qualifications:

• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills to manage diverse stakeholders.
• Problem-solving mindset and ability to manage escalations effectively.
• Experience in management, preferably in the Audio-Video or digital signage industry.
• Proficiency with project management tools and software is a plus.
• Client Relationship Management, Service Scheduling.
• Project Coordination, CRM & Ticketing Systems
• Report Preparation, Team Coordination also AMC if require.

Core Work

1. Pending and Closed Calls Report

   Maintain and share a daily service call report clearly indicating pending, in-progress, and closed calls.

   Ensure timely follow-up on pending calls to avoid SLA breaches.

2. Number of Chargeable Calls (Pivot Table Report)

   Track and segregate chargeable and non-chargeable calls using a pivot table and share the report with Mr. Ranjeet.

   Share a consolidated monthly report highlighting total chargeable calls customer-wise and engineer-wise.

3. Engineer Review Count and Sharing List

   Monitor the number of reviews/feedback entries received for each engineer.

   Share an engineer-wise review count and performance summary periodically with the management team.

4. Monthly Engineer Meeting

   Conduct a monthly meeting with engineers and ensure it is held on time.

   Clearly explain expectations, updates, and action points during the meeting.

5. Engineer Safety Compliance

   Ensure all engineers use mandatory safety equipment while performing any service or installation activity.

   Monitor and enforce compliance at all sites.

6. Customer Coordination

   Coordinate with customers before scheduling the engineer visit.

   Follow up with customers after service completion to confirm closure and satisfaction.

7. Project-Wise Data Update

   Maintain and update project-wise data as per the shared format.

Work Profile for Service Coordinator/ Project Coordinator

Engineer Coordination & Call Management:

• Assign customer calls to engineers and track updates daily.
• Maintain a real-time status of calls (closed, pending, repeated) in the online software (SANGAM).
• Ensure engineers report upon reaching and leaving customer premises and confirm successful call completion with customer feedback.
• Handle online and in-house calls and close them promptly.
• Track engineers' locations and daily activity reports (DAR).
• Address gaps in engineers performance and report findings to HR.

Customer & AMC Management:

• Manage Annual Maintenance Contracts (AMC), including reminders, renewals, and feedback collection.
• Send AMC quotations and contracts to customers, maintain follow-ups, and update customer details in the database.
• Ensure all customer records have valid email IDs and update missing details promptly.
• Responsible for revenue generation through AMCs and other chargeable calls.

Data Management & Reporting:

• Maintain hard copies of call reports for unresolved online calls and update them in the system daily.
• Record and track details of chargeable calls and receipts in the system.
• Generate sales and performance reports as required.
• Follow up on payments and ensure accurate cash flow tracking.

Administrative & Operational Support:

• Coordinate material requirements and tool maintenance.
• Handle product replacements and inventory updates.
• Book travel arrangements for engineers and share details with accounts for processing.
• Organize quarterly team-building activities and assist in miscellaneous tasks assigned by Directors/Service Managers/HR.

Customer Communication & Branding:

• Start every call with: "Hello Bitsy, [Name] speaking."
• Confirm feedback from customers after every call before marking it as completed.
• Ensure branding stickers are pasted during dispatches of kiosks or video walls.

Compliance & Reporting:

• Ensure compliance with standard processes for call management and reporting.
• Notify and elevate issues such as gaps in engineer reviews or repeated call problems to management.

Performance Evaluation:

• Coordination efficiency.
• Timeliness in task completion.
• Customer and engineer feedback.
• Revenue generation and call resolution metrics.

It is a Full Time Sales / Business Development job for .