Service Coordinator

Job Summary:

The Service Coordinator is responsible for efficiently managing service requests, coordinating field operations, and ensuring exceptional customer satisfaction. This role involves acting as a central point of contact between clients, service technicians, and internal teams, while optimizing service delivery processes and maintaining accurate records.

Key Responsibilities:

Customer Communication:

• Serve as the primary contact for clients regarding service requests, inquiries, and updates.
• Address customer concerns promptly and ensure satisfactory resolution.

Service Scheduling and Coordination:

• Schedule and dispatch service technicians based on priority, skill, and availability.
• Monitor field operations to ensure timely completion of tasks.

Process Management:

• Receive, log, and track service requests in the system.
• Update service tickets and ensure accurate documentation of activities and resolutions.

Resource Allocation:

• Coordinate necessary tools, equipment, and parts for service technicians.
• Collaborate with vendors and suppliers to procure required materials.

Performance Monitoring:

• Track service performance metrics such as response times, resolution rates, and customer feedback.
• Provide reports and analytics to management for process improvements.
• Work closely with internal teams to ensure alignment on client expectations and service outcomes.
• Support technicians with real-time troubleshooting assistance or information.

Compliance and Standards:

• Ensure all service activities comply with company policies, safety regulations, and industry standards.
• Maintain up-to-date knowledge of product/service specifications and processes.