Position Summary
The Service Coordinator is responsible for managing and coordinating service calls, preventive maintenance (PMS) activities, spare parts logistics and customer support operations. The role ensures timely service delivery for fitness and wellness equipment while maintaining high customer satisfaction and compliance with company quality standards.
Key Responsibilities
- Service Scheduling & Engineer Allocation: Plan and schedule service engineers based on priority, location and workload.Monitor engineer productivity and service completion status.
- Service Call Management: Track and close service calls in the CRM system. Ensure all service calls are updated with accurate status and closure remarks.Timely competition of PMS calls.
- Escalation Handling: Handle customer complaints and service escalations.Coordinate with technical teams and management to resolve critical issues promptly.
- Coordinate spare parts requirements and maintain accurate service records.
- Raise and send spare parts shipping requests to the Head Office (H.O.).
- Follow up with H.O. regarding spare parts dispatch and delivery schedules.
- Inform customers about spare parts availability, dispatch status and estimated delivery timelines (ETA).
- Maintain equipment service history, maintenance records and ISO compliance documentation.
- Ensure timely updates and effective coordination of service-related concerns with customers.
- Maintain strong communication between customers, service engineers and internal departments.
- Support continuous improvement initiatives to enhance service quality and customer satisfaction.
Educational Qualification
- ITI / Diploma in Mechanical, Electrical, Electronics, or a related technical field or Any Degree with relevant experience
Experience
- 1–4 years of experience in service coordination, technical support or customer service operations.
- Experience in the fitness equipment, wellness equipment or related industries is preferred.
Required Skills
- Ability to read and understand technical manuals, drawings and equipment documentation.
- Basic knowledge of CRM software and Microsoft Office applications (Excel, Word, Outlook).
- Strong customer service and relationship management skills.
- Excellent communication and coordination abilities.
- Good problem-solving and organizational skills.
- Ability to manage multiple tasks and prioritize work effectively.
- Attention to detail in maintaining service and compliance records.
Skills: communication,customer satisfaction,customer
