Service Coordinator Pan India After-Sales Service

Emagn Solutions; Sector 10; On-site; INR 350,000 - 480,000; Full time

Job summary

Emagn Solutions in India is seeking a Service Coordinator to manage Pan-India customer service calls, assign to the right service centre or technician, and schedule visits within defined TAT.

The role requires ownership from allocation to closure, daily follow-ups with centres and customers, and building a broader Pan-India service network. Strong coordination and Excel/MIS proficiency are essential.

Qualifications

• 2–5 years of experience in Service Coordination / After-Sales Service Operations.
• Experience handling Pan-India service calls and service centre/technician coordination.
• Experience in Home & Kitchen Appliances such as Induction Cooktops, Mixer Grinders, Fans, Chimneys, etc.
• Must understand Service TAT, Call Allocation, Technician Scheduling, Escalation and Call Closure.
• Experience in building or expanding service centre/technician networks will be an advantage.
• Strong calling, follow-up and coordination skills are mandatory.

Responsibilities

• Handle and coordinate daily Pan-India customer service calls across all regions.
• Assign service calls to the appropriate Service Centre / Technician immediately after receiving the complaint.
• Schedule technician visits with customers and ensure calls are attended within the defined TAT.
• Take complete ownership of every assigned call from allocation to final closure.
• Follow up daily with Service Centres, Technicians and Customers for pending calls.
• Coordinate for spare parts, replacements and technical support wherever required.
• Identify locations where CADLEC does not have adequate service coverage and develop/onboard new Service Centres and Technicians.
• Continuously strengthen the Pan-India service network, especially in uncovered or weak service areas.
• Maintain accurate Daily MIS, TAT, Pending Call and Closure Reports.

Skills

Service coordination

Customer service

Communication

Scheduling

Follow-up

Tools

CRM/Service Management systems

Job description

Key Responsibilities

• Handle and coordinate daily Pan-India customer service calls across all regions.
• Assign service calls to the appropriate Service Centre / Technician immediately after receiving the complaint.
• Schedule technician visits with customers and ensure calls are attended within the defined TAT.
• Take complete ownership of every assigned call from allocation to final closure.
• Follow up daily with Service Centres, Technicians and Customers for pending calls.
• Ensure maximum service calls are scheduled and closed on time without unnecessary ageing.
• Track Open, Assigned, Scheduled, Pending and Closed calls on a daily basis.
• Escalate delayed cases and take corrective action for faster resolution.
• Coordinate for spare parts, replacements and technical support wherever required.
• Identify locations where CADLEC does not have adequate service coverage and develop/onboard new Service Centres and Technicians.
• Continuously strengthen the Pan-India service network, especially in uncovered or weak service areas.
• Maintain accurate Daily MIS, TAT, Pending Call and Closure Reports.
• Ensure a professional customer experience throughout the service process.

Candidate Requirements

• 2-5 years of experience in Service Coordination / After-Sales Service Operations.
• Experience handling Pan-India service calls and service centre/technician coordination is strongly preferred.
• Experience in Home & Kitchen Appliances such as Induction Cooktops, Mixer Grinders, Fans, Chimneys, Air Coolers, Air Fryers, OTGs, Geysers, Kettles, Gas Stoves etc. will be highly preferred.
• Must understand Service TAT, Call Allocation, Technician Scheduling, Escalation and Call Closure.
• Experience in building or expanding service centre/technician networks will be an advantage.
• Strong calling, follow-up and coordination skills are mandatory.
• Good knowledge of Excel, MIS and CRM/Service Management systems.
• Should be highly organized and capable of handling multiple service calls simultaneously across different regions.