Service Coordinator

SANY group; Hyderabad, Ahmedabad District, Mumbai; Sur place; INR 350 000 - 520 000; Plein temps

Résumé du poste

SANY group in India is seeking a Service Coordinator to support regional operations by monitoring service activities and coordinating with dealer service teams and field engineers.

The role focuses on timely closure of breakdowns, uptime tracking, escalation handling, and ensuring adequate tools and parts for field teams. You will help drive service campaigns, KPI tracking, and smooth communication between HO, regional offices, and customers across the region.

Responsabilités

• Monitor service operations and coordinate activity across regions.
• Daily follow-up of dealer breakdown calls, open calls, and key account complaints.
• Coordinate with Dealer Service Teams, ASMs, and field service engineers for timely closure of breakdowns.
• Monitor machine uptime, service timelines, and escalation processes.
• Provide regular updates on service status, timelines, and claim approvals.
• Track engineer productivity and job closure efficiency.
• Ensure engineers have tools, spares, documents, and support for field ops.
• Escalate critical customer issues to Regional/National/OEM teams when needed.
• Track parts movement and consumption for service jobs.
• Follow up with dealers for periodic service completion and post-warranty coverage.
• Support implementation of HO KPIs, service policies, campaigns, and process improvements.
• Ensure timely communication flow between HO, Regional Office, ASMs, dealer teams, and customers for all service-related activities.

Description du poste

Key Responsibilities of Service Coordinator

The Service Coordinator will support regional operations through the following activities:

• Service Operations Monitoring & Coordination
• Daily follow-up and monitoring of dealer breakdown calls, open calls, and key account customer complaints across the region.
• Coordination with Dealer Service Teams, ASMs, and field service engineers for timely closure of machine breakdowns and pending service cases.
• Monitoring machine uptime, service response timelines, and escalation management.
• Providing regular updates on service job status, resolution timelines, and claim approvals.
• Monitoring engineer productivity and job closure efficiency.
• Ensuring engineers have the necessary tools, spare parts, technical documents, and support for efficient field operations.
• Escalating critical customer issues to Regional Service Manager, National Service Manager, and OEM teams wherever required.
• Tracking parts movement and spare parts consumption for service jobs.
• Following up with dealers for periodic service completion and post-warranty machine coverage.
• Supporting implementation of HO service KPIs, operational policies, service campaigns, and process improvement initiatives across the region.
• Ensuring timely communication flow between HO, Regional Office, ASMs, dealer teams, and customers for all service-related activities.