Project Coordination & Engineer Management
- Coordinate and manage field engineers to ensure efficient and timely resolution of support requests.
- Allocate tasks, monitor work progress, and ensure adherence to defined processes and timelines.
- Act as a single point of coordination between engineers, customers, and internal teams.
Support Request & Complaint Management
- Track, monitor, and manage customer complaints and service requests.
- Ensure issues are resolved within defined SLA and TAT guidelines.
- Escalate unresolved or critical issues to senior management when required.
MIS & Reporting
- Prepare and maintain daily, weekly, and monthly MIS reports.
- Track KPIs related to productivity, resolution time, and service quality.
- Use Excel functions such as VLOOKUP and HLOOKUP for data analysis and reporting.
Communication & Documentation
- Communicate clearly with customers, engineers, and internal stakeholders through email and calls.
- Draft professional emails, reports, and coordination updates.
- Maintain accurate records and documentation related to projects and service activities.
Productivity & Process Adherence
- Monitor individual and team productivity to ensure optimal performance.
- Follow defined workflows and continuously look for opportunities to improve efficiency.
Customer Handling
- Handle difficult customers professionally by understanding concerns and providing effective solutions.
- Maintain a customer-focused approach while balancing operational requirements.
Teamwork & Independent Working
- Work effectively in a team environment as well as independently when required.
- Support senior project coordinators and management in project execution activities.
