Service Coordinator – HVAC- Male Preferred
Job Description: Service Coordinator
Location: Thane,
Maharashtra
Department:
Service Operations
Reports To:
Service Manager / Operations Head
Company: Climate Tech Company
Role Overview
The Service
Coordinator plays a crucial role in ensuring that Circolife's service function
delivers same-day resolutions and operates within defined Turnaround Times
(TATs). This role demands strong people management, multi-team coordination,
and the ability to function effectively in high-pressure, shift-based
environments.
Key Responsibilities
· Ensure same-day closure of
service calls wherever possible.
· Track and enforce adherence to
company-defined TATs for installation, breakdown, and preventive maintenance.
· Follow a closed-loop system —
from customer complaint to technician dispatch to final resolution and
feedback.
· Coordinate field technician
schedules and work orders using CRM and tracking tools.
· Proactively follow up with
field teams, warehouse, technical support, and customer help desk to prevent
delays.
· Escalate and resolve delays,
part shortages, or customer grievances on priority.
· Provide proactive updates to
customers via phone, SMS, or WhatsApp on service milestones.
· Handle escalations with empathy
while ensuring resolution within SLA timelines.
· Maintain records of calls,
schedules, feedback, and closure reports.
· Generate daily MIS reports on
open/closed calls, delays, and technician performance.
KPI | Target |
Same-day Closure Rate | ≥ 95% |
Adherence to TAT (per SLA) | ≥ 100% |
Daily Call Assignment Efficiency | 100% |
Technician Utilization | ≥ 85% |
Repeat Cases < 45 days | ≤ 5% |
Customer Feedback Score | ≥ 4.5 / 5 |
Daily Reports Accuracy | 100% |
Work Requirements
· Must be willing to work in
rotational shifts, including weekends and holidays as per roster.
· Strong multitasking and people
coordination skills — handling 50 + technicians daily.
· Ability to function effectively
in a fast-paced, high-pressure service environment.
Qualifications & Experience
· Graduate in Operations,
Business Administration, or related fields.
· 4–6 years in service
operations, HVAC operations is a plus, facility management, or IoT/tech-enabled
field services.
· Familiarity with CRM software,
ticketing systems, Excel, WhatsApp Business, and internal dashboards.
Key Traits
· Strong sense of ownership and
urgency.
· Excellent coordination and
communication skills.
· Tech-savvy with a logical and
process-oriented mindset.