Job Description

Job Title

Customer Care Executive – Service Coordinator

Role Objective

To ensure smooth and timely coordination of service operations by managing service work orders, preventive maintenance scheduling, customer communication, and cross-functional follow-ups to deliver a superior customer service experience.

Key Responsibilities

Service Coordination & Customer Support

  • Monitor and respond to the service-support inbox, ensuring timely and accurate communication.
  • Create service Work Orders (WOs) and coordinate with Field Service Engineers (FSEs), dealer FSEs, and customers for effective scheduling.
  • Liaise with customers to understand service issues, support problem resolution, and schedule service visits accordingly.

Preventive Maintenance (PM) Scheduling & Dispatch

  • Schedule and monitor Preventive Maintenance (PM) work orders to ensure timely completion.
  • Coordinate with FSEs for overdue PM visits and newly planned PM activities.
  • Plan PM schedules based on contract expiry dates and pending order lists.
  • Dispatch PM work orders on a daily basis and track execution status.

Verification Work Orders

  • Create and manage verification work orders on a weekly basis.
  • Ensure accuracy and completeness of verification-related documentation.

Trackwise & Replacement Management

  • Process TrackWise (TW) and replacement requests on the same day.
  • Create return-related service work orders as per process guidelines.
  • Coordinate with internal teams for Delivery Orders (DO) and timely spare part dispatch.

Data Management & Reporting

  • Maintain accurate service records and documentation.
  • Prepare and update service-related data, MIS, and performance reports as required.

Key Skills & Competencies

  • Strong coordination and communication skills
  • Customer-focused approach with problem-solving mindset
  • Good organizational and follow-up skills
  • Proficiency in service systems, MS Excel, and email communication
  • Ability to handle multiple tasks and meet timelines

Experience & Qualifications

  • 3-4 years of experience in customer care, service coordination, or service operations
  • Graduate in any discipline (preferred)
  • Experience in service industry or technical coordination is an advantage

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