Service Coordinator

Ozone Group; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Ozone Group seeks a Service Coordinator to manage end-to-end after-sales service and installation operations across its expanding India footprint. You will oversee ASP networks, drive AMC sales, monitor SLA/TAT, and coordinate with cross-functional teams to improve service efficiency and control costs.

The role focuses on installing, maintaining, and improving service coverage, while ensuring timely resolutions and customer satisfaction for residential and commercial projects.

Qualifications

• Diploma/Graduation/B.E./B.Tech in Mechanical, Electrical, or Electronics.
• 3–5 years in service coordination or after-sales service.
• Experience with ASP/vendor management and multi-location service operations.
• Strong communication and customer-facing skills.

Responsibilities

• Manage installation, breakdown, warranty, and preventive maintenance services.
• Develop and manage the ASP and service-centre network for coverage.
• Monitor SLA, TAT, first-time fix rate, and pending service calls.
• Coordinate with Sales, Projects, SCM, Quality, and Tech teams.
• Prepare service MIS and track performance metrics.
• Drive AMC sales and renewals.
• Control service spares and inventory.

Skills

Communication skills

Coordination

Problem-solving

Customer handling

Time management

Education

Diploma/Graduation/B.E./B.Tech in Mechanical, Electrical, or Electronics

Tools

Vendor management systems

Job description

Evolving from a vision to create high-value customer-centric products that supply to Indian and global markets, Ozone Group has become an integral part of the architectural hardware and security segment today.

The organization's commitment to excellence and developing innovative solutions has helped cater to architects, builders, planners, and homeowners.

Over the last two decades, the group has successfully created a footprint that spans across USA, Germany, Turkey, Italy, UAE, and other countries, besides its home base in India.

The current portfolio has over 6000+ products classified under the following categories:

• Shower Enclosures
• Automatic Doors
• Door Hardware
• Security Solutions
• Doors & Windows

Contributing to the Make in India movement with its homegrown solutions, the Ozone Group has brought consistency in development to major cities across the nation. As part of the next phase, the organization is now focusing on expanding its base to tier 2 and 3 cities by providing end-to-end residential and commercial solutions that strengthen India’s national stance in the global market.

For more information, visit www.ozone.in

Brief about the role

The Service Coordinator will manage end-to-end after-sales service and installation operations, ensuring timely resolution of customer complaints, SLA compliance, and customer satisfaction. The role involves managing the Authorized Service Provider (ASP) network, monitoring service performance, ensuring spare parts availability, driving AMC sales and renewals, and coordinating with cross-functional teams to improve service efficiency and control costs.

• Manage installation, breakdown, warranty, and preventive maintenance services.
• Manage and develop the ASP and service-centre network to ensure effective service coverage.
• Monitor SLA compliance, turnaround time (TAT), first-time fix rates, repeat complaints, and pending service calls.
• Ensure availability, tracking, and control of service spares and inventory.
• Handle service escalations and key customer complaints to ensure timely resolution.
• Drive AMC sales, renewals, and preventive maintenance activities.
• Monitor ASP performance, manpower productivity, service quality, and compliance.
• Coordinate with Sales, Projects, SCM, Quality, and Technical teams to resolve service-related issues.
• Prepare service MIS, track performance metrics, and implement corrective actions for recurring issues.

Skillset & Qualification required

• Diploma, Graduation, B.E., or B.Tech in Mechanical, Electrical, or Electronics preferred.
• 3–5 years of experience in service coordination, after-sales service, or service operations.
• Experience in ASP/vendor management and multi-location service operations.
• Strong technical understanding and customer-handling capabilities.
• Good communication, coordination, problem-solving, and commercial skills.
• Ability to manage service timelines, monitor performance, and drive customer satisfaction.
• After-Sales Service and Installation Management
• SLA, TAT, and First-Time Fix Monitoring
• Service Spares and Inventory Management
• AMC Sales, Renewals, and Preventive Maintenance
• Service MIS, Performance Analytics, and Cost Control
• Complaint Resolution and Service Escalation Management
• Customer Orientation and Service Excellence
• Communication and Stakeholder Management
• Problem-Solving and Decision-Making
• Planning, Coordination, and Time Management
• Accountability and Result Orientation
• Attention to Detail and Continuous Improvement

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