Service Coordinator

Lavazza; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Lavazza invites applications for a Service Coordination role in Hyderabad. The candidate will coordinate daily service activities, technician schedules, and customer requests to ensure timely responses and resolutions.

Responsibilities include tracking complaints, preventive maintenance, machine installations, and coordinating with Field Engineers, Sales, and Supply Chain to minimize downtime. The role requires a graduate degree with a Diploma in Engineering or technical qualification as an

Qualifications

• Graduate in any discipline; a Diploma in Engineering or technical qualification is an advantage.
• 24 years of experience in service coordination, technical support or service operations.
• Good working knowledge of MS Excel and MIS reporting.
• Strong coordination, communication, follow-up and problem-solving skills.

Responsibilities

• Coordinate daily service activities, technician schedules and customer service requests to ensure timely response and resolution.
• Track customer complaints, preventive maintenance schedules, machine installations and breakdown calls, ensuring timely closure.
• Coordinate with Field Service Engineers and Sales teams to prioritise customer requirements and minimise machine downtime.
• Liaise with Supply Chain and Warehouse teams for spare parts availability, dispatches and inventory-related requirements.
• Coordinate with Accounts for service-related billing, AMC documentation and other commercial matters, wherever applicable.
• Maintain service MIS, complaint trackers, preventive maintenance reports and engineer productivity records.
• Monitor key service KPIs, including response time, complaint closure, preventive maintenance compliance and repeat complaints.
• Ensure timely submission of service reports, accurate documentation and adherence to company processes.
• Identify pending issues and operational bottlenecks and follow up with relevant teams for timely resolution.

Skills

Coordination

Communication

Follow-up

Problem-solving

Education

Graduate in any discipline

Diploma in Engineering/technical qualification

Tools

MS Excel

MIS reporting

Job description

Role & responsibilities

• Coordinate daily service activities, technician schedules and customer service requests to ensure timely response and resolution.
• Track customer complaints, preventive maintenance schedules, machine installations and breakdown calls, ensuring timely closure.
• Coordinate with Field Service Engineers and Sales teams to prioritise customer requirements and minimise machine downtime.
• Liaise with Supply Chain and Warehouse teams for spare parts availability, dispatches and inventory-related requirements.
• Coordinate with Accounts for service-related billing, AMC documentation and other commercial matters, wherever applicable.
• Maintain service MIS, complaint trackers, preventive maintenance reports and engineer productivity records.
• Monitor key service KPIs, including response time, complaint closure, preventive maintenance compliance and repeat complaints.
• Ensure timely submission of service reports, accurate documentation and adherence to company processes.
• Identify pending issues and operational bottlenecks and follow up with relevant teams for timely resolution.

Preferred candidate profile

• Graduate in any discipline; a Diploma in Engineering or technical qualification will be an advantage.
• 24 years of experience in service coordination, technical support or service operations, preferably in equipment, appliances, vending machines or related industries.
• Good working knowledge of MS Excel and MIS reporting.
• Strong coordination, communication, follow-up and problem-solving skills.