Service Coordinator

Medi Transcare; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Medi Transcare is seeking a Service Coordinator in Mumbai to manage customer service calls and coordinate with field engineers across regions. You will schedule service visits, monitor performance, and ensure timely resolution within defined SLAs and quality metrics.

You will work with SAP CRM, Salesforce, and other service management tools, maintaining accurate service records and generating KPI reports for stakeholders.

Qualifications

• BE or Diploma in Instrumentation, Electronics, Electrical, or related engineering.
• B.Sc. or B.Com with relevant service coordination experience may be considered.
• Good written and verbal communication skills.
• MS Excel and PowerPoint proficiency.
• Experience with SAP CRM, Salesforce (SFDC), or other CRM/service management systems preferred.

Responsibilities

• Handle and monitor customer service requests via phone, email, CRM/SAP, or other channels.
• Create, update, and maintain service calls/orders in the service management system.
• Coordinate engineer schedules based on priority, location, and territory.
• Track and escalate delayed or critical service calls to the field/service management team.
• Ensure service activities align with SLA, TAT, and customer commitments.
• Monitor KPIs such as DT, TAT, FTFR, CSAT.
• Coordinate with technicians, sales, and support for resolution.
• Identify recurring issues and service gaps; escalate appropriately.
• Handle customer concerns professionally and support conflict resolution.
• Ensure timely closure and documentation of service calls.
• Prepare MIS and KPI reports.

Skills

Communication skills

MS Excel

PowerPoint

Education

BE / Diploma in Instrumentation/Electronics/Electrical

B.Sc. / B.Com with service coordination experience

Tools

SAP CRM

Salesforce SFDC

CRM/Service management systems

Job description

Job Objective

The Service Coordinator will be responsible for managing customer service calls, coordinating with field service engineers, scheduling service visits, monitoring service performance, and ensuring timely resolution of customer issues in line with defined SLAs and service quality parameters.

Key Responsibilities

• Handle and monitor customer service requests received through phone, email, CRM/SAP, or other service channels.
• Create, update, and maintain service calls/orders in the relevant service management system.
• Coordinate engineer schedules based on customer priority, location, availability, and geographical territory.
• Track and elevate delayed or critical service calls to the concerned field/service management team.
• Ensure service activities are aligned with agreed SLA, TAT, and customer commitments.
• Monitor key service performance parameters such as: Downtime (DT), Turnaround Time (TAT), First Time First Resolution (FTFR), Customer Satisfaction (CSAT)
• Coordinate with technicians, sales, technical support, and other internal teams for effective service resolution.
• Identify recurring issues, delays, and service gaps and elevate them appropriately.
• Handle customer concerns professionally and support conflict resolution when required.
• Ensure timely closure and documentation of service calls.
• Prepare and maintain service-related MIS and KPI reports.

Qualifications

• BE / Diploma in Instrumentation, Electronics, Electrical, or related engineering discipline.
• B.Sc. / B.Com. graduates with relevant service coordination experience may also be considered.
• Good written and verbal communication skills.
• Basic proficiency in MS Excel and PowerPoint.
• Experience with SAP CRM, Salesforce (SFDC), or other CRM/service management systems will be preferred.