Service Coordinator

Savi Vision; New Delhi; On-site; INR 500,000 - 700,000; Full time

Benefits offered by this job

Health insurance

Leave benefits

Job summary

Savi Vision in Delhi is seeking a Service Coordinator to streamline service requests, engineer scheduling, and project coordination. You will manage RA billing, AMC maintenance, and SLA compliance while maintaining high service quality and thorough documentation.

The role requires 1-5 years of experience in service coordination or project coordination, with exposure to AV, CCTV, IT infrastructure, or technical services.

Qualifications

• Bachelor's degree or diploma required in electronics, IT, or related field.
• 1-5 years' experience as Service Coordinator or Project Coordinator.
• Experience in AV, CCTV, IT infrastructure, or systems integration preferred.
• Strong communication, organizational, and documentation skills.
• Familiarity with RA billing and contract management is an advantage.

Responsibilities

• Coordinate service requests, engineer scheduling, and SLA tracking.
• Log and prioritize customer service requests via phone, email, or CRM.
• Create and assign service tickets to field engineers based on priority.
• Monitor open calls and ensure timely closure within SLAs.
• Coordinate RA billing, project docs, and AMC maintenance planning.
• Support AI-driven reporting, MIS, and documentation tasks.

Skills

Communication skills

Customer service

Time management

Multitasking

Problem-solving

Attention to detail

Team collaboration

Education

Bachelor's degree or Diploma in Electronics/ Electrical Engineering/ Computer Science/ IT/ Business Administration

Related discipline

Tools

Odoo ERP

AI Tools

CRM software

AV/IT infrastructure tools

Job description

The Service Coordinator is responsible for coordinating all service-related activities, including service requests, engineer scheduling, project coordination, AMC management, preventive maintenance planning, customer communication, spare part coordination, service documentation, and billing support. The role ensures timely resolution of customer issues while maintaining high service quality and compliance with Service Level Agreements (SLAs). The ideal candidate should possess knowledge of project coordination, preparation of Running Account (RA) Bills, documentation management, and AI tools to improve operational efficiency and reporting.

Responsibilities

• Service Call Management
• Receive, log, and prioritize customer service requests through phone, email, CRM, or helpdesk.
• Create and assign service tickets to field engineers based on priority, location, and technical expertise.
• Monitor open service calls and ensure timely closure within SLA commitments.
• Escalate critical service issues to the Service Head when required.
• Engineer Coordination
• Schedule daily activities for service engineers and project support teams.
• Track engineer attendance, movement, and job completion status.
• Optimize engineer deployment to improve productivity and response time.
• Coordinate emergency and priority service visits.
• Project Coordination Execution Support
• Coordinate with Project Managers and Engineers for project execution activities, installation schedules, and customer handovers.
• Track project milestones, material dispatches, and installation progress.
• Maintain project documentation, including Work Orders, Purchase Orders, Completion Certificates, and Handover Documents.
• Assist in preparing project status reports and project closure reports.
• Coordinate site readiness and installation schedules with customers and internal teams.
• Follow up with customers and internal stakeholders regarding project progress and completion.
• RA Billing Documentation
• Prepare and submit Running Account (RA) Bills as per project milestones and contractual terms.
• Coordinate with Project and Accounts teams for invoice submission and payment follow-ups.
• Maintain records of Purchase Orders, Work Orders, Invoices, Customer Approvals, and Billing Documents.
• Track project billing status, pending invoices, and collections.
• Ensure timely submission of project-related documents required for billing and payment processing.
• AMC Preventive Maintenance
• Maintain the AMC database and contract records.
• Prepare and monitor preventive maintenance schedules.
• Coordinate preventive maintenance visits with customers and engineers.
• Track AMC expiry dates and support the Sales team with renewal opportunities.
• Customer Communication
• Act as the primary point of contact for customers regarding service requests and project updates.
• Provide regular updates on service progress and expected resolution timelines.
• Coordinate service appointments and site visit confirmations.
• Ensure professional handling of customer concerns and escalations.
• Documentation Reporting
• Maintain service reports, installation reports, commissioning documents, and customer acknowledgements.
• Update CRM/ERP systems with service activities and job status.
• Prepare daily, weekly, and monthly service MIS reports.
• Maintain accurate records of warranty, AMC, service history, and project documentation.
• Spare Parts Inventory Coordination
• Coordinate with the Purchase and Warehouse teams for spare part availability.
• Arrange dispatch and delivery of required materials to service engineers.
• Track spare part consumption and replacement requests.
• SLA Quality Compliance
• Monitor SLA compliance for response and resolution times.
• Ensure timely closure of service tickets with complete documentation.
• Follow company SOPs, quality standards, and customer service procedures.
• Support continuous improvement initiatives to reduce repeat service calls.
• Cross-Functional Coordination
• Coordinate with the Sales team regarding AMC renewals and customer requirements.
• Work closely with Project Engineers for post-installation support and project handovers.
• Liaise with OEMs and vendors for technical support, warranty claims, and replacement equipment.
• Coordinate with the Accounts team for billing and payment-related activities.
• AI Tools Automation
• Utilize AI tools to improve productivity, reporting, and documentation.
• Use AI tools such as ChatGPT, Microsoft Copilot, Gemini, and other productivity tools for: MIS and report preparation, Email drafting and customer communication, Data analysis and dashboard preparation, Documentation and proposal support, Task tracking and process automation.
• Stay updated with emerging AI technologies and recommend process improvements to enhance service efficiency.

Requirements

• Educational Qualifications: Bachelors Degree or Diploma in Electronics, Electrical Engineering, Computer Science, Information Technology, Business Administration, or a related discipline.
• Experience: 1-5 years of experience as a Service Coordinator, Service Desk Executive, Customer Support Coordinator, AMC Coordinator, or Project Coordinator.
• Experience in Audio Visual (AV), ELV, IT Infrastructure, Networking, Security Systems, or Technical Services is preferred.
• Experience in project documentation and RA Bill preparation will be an added advantage.
• Soft Skills: Excellent communication and customer service skills
• Strong organizational and multitasking abilities
• Time management and prioritization
• Problem-solving and decision-making
• Attention to detail
• Ability to work under pressure
• Team collaboration and coordination
• Key Performance Indicators (KPIs): Service tickets assigned within SLA
• Service ticket closure rate
• Average response time
• Average resolution time
• Preventive maintenance completion rate
• AMC schedule compliance
• Customer Satisfaction (CSAT)
• Documentation accuracy
• Engineer utilization support
• Repeat service call reduction
• Service report submission timeliness
• CRM data accuracy
• Project documentation completion
• RA Bill preparation and submission timelines
• Billing coordination and payment follow-up effectiveness
• Preferred Candidate Profile: Candidates with experience in Project Coordination, RA Billing, Odoo ERP, AI Tools, Audio Visual Systems, CCTV, IT Infrastructure, or System Integration companies will be given preference.
• Benefits: Competitive salary and performance incentives.
• Professional training on enterprise AV technologies.
• Career growth opportunities within the Service Support function.
• Exposure to enterprise AV, CCTV, and IT infrastructure projects.
• Learning opportunities in AI tools and process automation.
• Health insurance, leave benefits, and other company policies as applicable.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.