Service Coordinator

Overview

We seek a diligent and accountable Service Coordinator to manage daily service activities, customer grievances, technician scheduling, spare-parts logistics, and service follow-ups. This role links customers, technicians, the service team, and management to ensure smooth service operations.

Key Responsibilities

• Manage daily service requests along with customer complaints effectively.
• Delegate service assignments to technicians prioritizing urgency and availability.
• Keep comprehensive records of complaints, job cards, repairs, and vehicle service statuses.
• Regularly monitor technicians’ progress to guarantee prompt task completion.
• Communicate service updates, estimated completion times, and delivery information to customers.
• Coordinate closely with the spare-parts team to confirm availability and needs.
• Track ongoing and completed service orders diligently.
• Compile daily and monthly service reports including Management Information Systems (MIS).
• Manage warranty-related service cases with accurate documentation.
• Organize vehicle pickup and drop-offs as necessary.
• Escalate significant technical or client-related issues to the Service Manager promptly.
• Ensure resolution and closure of customer complaints post-service.
• Maintain detailed histories of customer interactions and vehicle services.
• Collaborate with sales, production, spare parts, and service departments as required.
• Enforce compliance with company service procedures and operational policies.

Required Skills and Qualifications

• Strong communication and coordination abilities.
• Basic understanding of automobiles and electric vehicles is an advantage.
• Proficiency in MS Excel and MS Office suite.
• Capable of handling multiple service requests concurrently.
• Excellent follow-up skills coupled with problem-solving aptitude.
• Effective customer management and interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Accurate documentation and reporting capabilities.

Preferred Qualifications: Graduate or Diploma in Automobile, Mechanical, Electrical Engineering or related disciplines.

Experience: 1 to 3 years in service coordination, automobile servicing, customer support, or similar roles.

Performance Metrics

• Speed of service request closures.
• Resolution rate of customer complaints.
• Management of pending service orders.
• Efficiency of technician utilization and coordination.
• Levels of customer satisfaction.
• Precision in service reporting.
• Coordination of warranty claims.
• Consistency in follow-ups and job closures.