Technical Support Executive

About the Role

We are seeking a dynamic and diligent Service Coordinator eager to develop a career in service operations and facility management. This role involves active coordination to ensure exceptional service delivery in HVAC/AC services and customer management.

Key Responsibilities

• Receiving and logging customer service requests via the company’s service management system.
• Analyzing customer needs and collaborating with suitable service engineers or technicians.
• Assigning service tasks by considering location, expertise, and availability of personnel.
• Tracking engineers' attendance and progress to guarantee prompt resolution of service calls.
• Keeping customers informed on engineer visits, work updates, and expected completion times.
• Monitoring all open and pending service calls with persistent follow-ups until the issue is resolved.
• Coordinating scheduled preventive maintenance activities ensuring timely execution.
• Gathering service and job completion documentation from technicians.
• Liaising with customers for approvals, quotations, material needs, and closure confirmation.
• Escalating delays, technical challenges, or customer concerns to higher management when necessary.
• Maintaining daily MIS reports related to service status, including pending, completed, and overdue tasks.
• Collaborating with regional technicians and vendors and ensuring thorough documentation.
• Supporting the operations team in adhering to service level agreements and improving performance.
• Gradually mastering the company's CRM and service processes with increasing responsibility over assigned accounts.

Eligibility

This opportunity is ideal for young, enthusiastic candidates interested in building a career in service coordination and operations within the HVAC sector.