Service Coordinator

Shreeji Comsec Pvt. Ltd.; Mumbai Suburban; On-site; INR 350,000 - 550,000; Full time

Job summary

Shreeji Comsec Pvt. Ltd. is seeking a Service Coordinator to oversee installation, commissioning and maintenance of EPABX/PBX, CCTV, Access Control and Biometric systems for clients. You will coordinate with technical and IT teams, arrange site surveys and ensure timely completion of service activities.

The role emphasizes strong communication, proactive issue resolution, and meticulous record-keeping across AMC and service calls to maintain client satisfaction and retention.

Qualifications

• Good communication and interpersonal skills.
• Prior experience in service coordination, technical support, customer service or a similar role will be preferred.
• Basic understanding of EPABX/PBX systems, CCTV, Access Control, Biometric Attendance Systems and related solutions will be an advantage.
• Ability to coordinate effectively with technical teams, IT teams, accounts personnel and clients.
• Ability to prioritize service requests and ensure timely resolution within defined turnaround times (TAT).
• Ability to understand client requirements and coordinate appropriate technical support.
• Good problem-solving and customer-handling skills.
• Working knowledge of computers, email and standard office applications.
• Ability to maintain accurate records of service calls, site visits, installations and AMC activities.

Responsibilities

• Coordinate installation, commissioning and maintenance activities for EPABX/PBX systems, CCTV, Access Control, Biometric Attendance Systems and other company products and solutions.
• Understand the client's requirements and coordinate the necessary technical support.
• Arrange site surveys to assess client requirements and installation conditions.
• Coordinate with the Technical Team and IT Team to plan and execute installations and commissioning.
• Ensure that installation, repair and maintenance activities are properly scheduled and followed up until completion.
• Coordinate with the relevant teams to address technical issues reported by clients.
• Take ownership of the process for receiving, assigning, tracking and closing AMC service calls.
• Assign service calls to the appropriate service engineers or technical personnel.
• Monitor the status of assigned calls and follow up with the concerned personnel until resolution.
• Ensure that service calls are attended to and resolved within the applicable turnaround time (TAT).
• Maintain accurate records of AMC calls, service visits, pending complaints and completed jobs.
• Monitor outstanding service requests and elevate delays or unresolved issues to the appropriate authority.
• Ensure that service reports and other relevant documentation are completed and maintained.

Skills

Communication

Coordination

Proactive

Technical support

Customer service

EPABX/PBX

CCTV

Access control

Biometric systems

Record keeping

MS Office

Email

Tools

MS Office

Email

Job description

1. Preferred Candidate Profile

We are looking for a Service Coordinator to coordinate installation, commissioning, repair and maintenance activities for EPABX/PBX systems, CCTV, Access Control, Biometric Attendance Systems and other business communication and security solutions.

The ideal candidate should possess good communication and coordination skills, be proactive in resolving client issues, and be capable of managing service requests, assigning AMC calls, coordinating with technical teams and ensuring timely resolution of client complaints.

Skills & Qualifications

• Good communication and interpersonal skills.
• Prior experience in service coordination, technical support, customer service or a similar role will be preferred.
• Basic understanding of EPABX/PBX systems, CCTV, Access Control, Biometric Attendance Systems and related solutions will be an advantage.
• Ability to coordinate effectively with technical teams, IT teams, accounts personnel and clients.
• Ability to prioritize service requests and ensure timely resolution within defined turnaround times (TAT).
• Ability to understand client requirements and coordinate appropriate technical support.
• Good problem-solving and customer-handling skills.
• Working knowledge of computers, email and standard office applications.
• Ability to maintain accurate records of service calls, site visits, installations and AMC activities.

Key Attributes

• Strong communication and coordination skills.
• Client-focused approach.
• Ownership and accountability for service requests.
• Strong follow-up discipline.
• Ability to manage multiple service calls and activities simultaneously.
• Proactive approach to resolving client issues.
• Focus on customer satisfaction and client retention.
• Ability to work effectively with multiple departments.
• Willingness to take responsibility for tasks assigned by management.

2. Role and Responsibilities

A. Installation, Commissioning & Maintenance Coordination

• Coordinate installation, commissioning, repair and maintenance activities for EPABX/PBX systems, CCTV, Access Control, Biometric Attendance Systems and other company products and solutions.
• Understand the client's requirements and coordinate the necessary technical support.
• Arrange site surveys to assess client requirements and installation conditions.
• Coordinate with the Technical Team and IT Team to plan and execute installations and commissioning.
• Ensure that installation, repair and maintenance activities are properly scheduled and followed up until completion.
• Coordinate with the relevant teams to address technical issues reported by clients.

B. AMC & Service Call Management

• Take ownership of the process for receiving, assigning, tracking and closing AMC service calls.
• Assign service calls to the appropriate service engineers or technical personnel.
• Monitor the status of assigned calls and follow up with the concerned personnel until resolution.
• Ensure that service calls are attended to and resolved within the applicable turnaround time (TAT).
• Maintain accurate records of AMC calls, service visits, pending complaints and completed jobs.
• Monitor outstanding service requests and elevate delays or unresolved issues to the appropriate authority.
• Ensure that service reports and other relevant documentation are completed and maintained.

C. Client Interaction & Query Resolution

• Serve as a point of contact for clients regarding service requests, technical complaints, installation requirements and maintenance issues.
• Understand client queries and coordinate with the relevant teams to provide appropriate solutions.
• Keep clients informed about the status of their service requests and expected resolution timelines.
• Follow up with the Technical Team, IT Team and other concerned departments to ensure timely resolution of client issues.
• Handle client concerns professionally and ensure that unresolved issues are escalated appropriately.
• Maintain regular communication with clients to ensure satisfactory service delivery.

D. Site Survey & Material Requirements

• Coordinate and arrange site surveys based on client requirements.
• Understand and document the material and equipment required for installations, replacements, repairs and other service activities.
• Coordinate with the Technical Team to confirm the required material, equipment and technical specifications.
• Communicate material requirements to the Accounts/Inventory Team for availability and supply.
• Follow up on material availability and ensure that the required equipment reaches the relevant site or service engineer in a timely manner.

E. Internal Coordination & Material Movement

• Coordinate with the Accounts/Inventory Team regarding the issue, supply, return and movement of material required for service and installation activities.
• Ensure that the necessary documentation for material movement is completed.
• Coordinate with the Technical Team and IT Team for installation planning, troubleshooting and resolution of client issues.
• Follow up with the concerned departments to resolve material shortages, scheduling conflicts and other operational issues.
• Ensure that all relevant teams are informed of service schedules, material requirements and changes in client requirements.

F. AMC Client Retention & Service Quality

• Focus on maintaining strong client relationships and retaining existing AMC clients.
• Monitor client concerns and recurring complaints that may affect customer satisfaction or AMC renewals.
• Follow up with clients regarding service quality and outstanding issues.
• Coordinate with the relevant teams to resolve concerns that could affect client retention.
• Maintain records of AMC clients, service history, pending issues and upcoming renewals, wherever applicable.
• Bring potential AMC renewal risks, dissatisfied clients and other retention concerns to management’s attention.

G. Reporting & Administration

• Maintain accurate records of service calls, AMC activities, site surveys, installations, commissioning and maintenance work.
• Track pending service calls and other outstanding activities.
• Prepare periodic service reports and updates for management as required.
• Ensure that service-related documentation is completed and maintained properly.
• Perform any other duties or responsibilities assigned by management from time to time.