Service Delivery Assistant- (SDA)

Johnson Controls; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

Johnson Controls is seeking a Service Delivery Assistant in Gurugram to provide administrative and operational support for maintenance, service and project activities. You will coordinate service requests, schedule field engineers, maintain records, track performance and ensure timely closure of work orders.

Role requires 1–4 years in service coordination or operations support, with exposure to HVAC or facilities management.

Qualifications

• Bachelor's degree or Diploma in Business Administration, Engineering, Operations, or related field.
• 1–4 years of experience in service coordination, customer service, service administration, or operations support.
• Experience in HVAC, Building Automation, Facilities Management, Engineering Services, or related industries is preferred.

Responsibilities

• Coordinate and schedule service calls, preventive maintenance visits, and engineer assignments.
• Create, track, and close service requests, work orders, and customer tickets.
• Maintain service reports, contracts, asset records, and customer documentation.
• Monitor SLAs and ensure timely service delivery.
• Follow up with customers regarding service status, updates, and feedback.
• Coordinate with service engineers, technicians, vendors, and customers to ensure smooth execution.
• Prepare quotations, purchase requests, invoice-related documentation, and service documentation as required.
• Track spare parts availability and coordinate logistics for service requirements.
• Generate daily, weekly, and monthly service performance reports.
• Support contract management, renewal tracking, and service billing activities.
• Ensure compliance with company processes, quality standards, and safety requirements.

Skills

Service coordination

Scheduling

Customer relationship management

Work order management

Service documentation

SLA tracking

MS Office

ERP/CRM systems

Communication & stakeholder mgmt

Data management & reporting

Education

Bachelor's or Diploma in BA/Engineering/Operations

Tools

MS Office

ERP/CRM Systems

Job description

Job Summary

The Service Delivery Assistant provides administrative and operational support to the service team to ensure efficient delivery of maintenance, service, and project activities. The role involves coordinating service requests, scheduling field engineers, maintaining customer records, tracking service performance, and ensuring timely closure of work orders while delivering a high level of customer satisfaction.

The Service Delivery Assistant provides administrative and operational support to the service team to ensure efficient delivery of maintenance, service, and project activities. The role involves coordinating service requests, scheduling field engineers, maintaining customer records, tracking service performance, and ensuring timely closure of work orders while delivering a high level of customer satisfaction.

Key Responsibilities

• Coordinate and schedule service calls, preventive maintenance visits, and engineer assignments.
• Create, track, and close service requests, work orders, and customer tickets.
• Maintain service reports, contracts, asset records, and customer documentation.
• Monitor service-level agreements (SLAs) and ensure timely service delivery.
• Follow up with customers regarding service status, updates, and feedback.
• Coordinate with service engineers, technicians, vendors, and customers to ensure smooth execution of service activities.
• Prepare quotations, purchase requests, invoice-related documentation, and service documentation as required.
• Track spare parts availability and coordinate logistics for service requirements.
• Generate daily, weekly, and monthly service performance reports.
• Support contract management, renewal tracking, and service billing activities.
• Ensure compliance with company processes, quality standards, and safety requirements.

Qualifications & Experience

• Bachelor's degree or Diploma in Business Administration, Engineering, Operations, or related field.
• 1–4 years of experience in service coordination, customer service, service administration, or operations support.
• Experience in HVAC, Building Automation, Facilities Management, Engineering Services, or related industries is preferred.

Key Skills

• Service Coordination & Scheduling
• Customer Relationship Management
• Work Order Management
• Service Documentation
• SLA Tracking
• MS Office (Excel, Word, PowerPoint)
• ERP/CRM Systems
• Communication & Stakeholder Management
• Data Management & Reporting
• Problem Solving and Organizational Skills

Preferred Competencies

• Strong attention to detail
• Excellent communication skills
• Customer-focused mindset
• Ability to manage multiple priorities
• Team collaboration and coordination
• Time management and planning skills

Experience Range: 1–4 Years

Industry Preference: HVAC, Building Management Systems (BMS), Facilities Management, Engineering Services, Manufacturing, and Technical Service Organizations.