Job Description – Senior Service Coordinator
- *Company:** Tech\-Long Packaging Machinery India Pvt. Ltd.
- *Department:** Customer Service / After Sales Service
- *Location:** Ahmedabad, Gujarat
- *Designation:** Senior Service Coordinator
Position Summary
The Senior Service Coordinator will be responsible for coordinating and managing field service activities, customer support requests, engineer deployment, spare parts coordination, and service\-related documentation to ensure timely and efficient customer support. The role serves as a key liaison between customers, service engineers, sales teams, and internal departments to deliver excellent after\-sales service.
Key Responsibilities
- Coordinate installation, commissioning, preventive maintenance, breakdown support, and annual maintenance activities.
- Plan and schedule service engineers based on customer requirements, urgency, and geographical locations.
- Monitor service tickets and ensure timely closure of customer complaints.
- Act as the primary point of contact for customers regarding service\-related inquiries and escalations.
- Coordinate with the spare parts team to ensure timely availability and dispatch of required parts.
- Prepare and maintain service reports, engineer visit records, and customer service documentation.
- Track service KPIs such as response time, resolution time, customer satisfaction, and service revenue.
- Support warranty claim management and maintain warranty\-related records.
- Follow up with customers regarding pending service activities and feedback collection.
- Coordinate travel arrangements, accommodation, and logistics for field service engineers.
- Generate quotations for service visits, AMC contracts, spare parts, and service\-related activities.
- Collaborate with Sales, Projects, Manufacturing, and Finance teams to ensure seamless customer support.
- Assist in service process improvement initiatives and implementation of best practices.
- Train and mentor junior service coordinators and support staff.
Qualifications \& Experience
- Bachelor's Degree in Engineering, Business Administration, or a related field.
- 5–8 years of experience in Service Coordination, Customer Service Operations, or After\-Sales Support.
- Experience in packaging machinery, manufacturing equipment, automation, beverage, FMCG, or industrial machinery industries will be preferred.
- Strong understanding of service scheduling and field service operations.
Required Skills
- Excellent communication and customer relationship management skills.
- Strong planning, coordination, and multitasking abilities.
- Proficiency in Microsoft Excel, Word, PowerPoint, and ERP/CRM systems.
- Strong analytical and problem\-solving skills.
- Ability to work under pressure and manage multiple priorities.
- Attention to detail and documentation accuracy.
- Team collaboration and stakeholder management skills.
Key Performance Indicators (KPIs)
- Service Response Time
- Service Ticket Closure Rate
- Customer Satisfaction Score (CSAT)
- First\-Time Resolution Rate
- Engineer Utilization
- AMC Renewal Support
- Service Revenue Support
- Documentation Accuracy \& Timeliness
Why Join Tech\-Long?
- Opportunity to work with a leading packaging machinery organization.
- Exposure to global customers and advanced packaging technologies.
- Dynamic and growth\-oriented work environment.
- Career development opportunities within service operations and customer support.
- *Reporting To:** Service Manager / Head – Customer Service
- *Team Handling:** Service Coordinators (if applicable) and coordination with Field Service Engineers
Pay: ₹45,000\.00 \- ₹75,000\.00 per month
Benefits
- Flexible schedule
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person