| Detail | For this role |
|---|---|
| Department | Operations |
| Level | Entry level |
| Reports to | Service Delivery Manager |
| Direct reports | None |
| Experience | 1 to 3 years in service coordination, customer support or dispatch |
Service Coordinator job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Service Coordinator
Department: Operations
Reports to: Service Delivery Manager
Location: [City], [office, branch or site]
About the role
A Service Coordinator schedules and follows service jobs for field technicians or engineers, such as installations, repairs, maintenance visits and complaints for equipment, appliances or facilities. The role logs customer requests, assigns technicians by location and skill, arranges spare parts, keeps customers informed and closes jobs with service reports. A good service coordinator reduces repeat visits and makes sure no complaint sits unassigned.
Key responsibilities
- Log incoming service requests from calls, email, apps or dealers with complete customer, product and fault details.
- Assign jobs to technicians by location, skill, workload and urgency, and confirm visit slots with customers.
- Arrange spare parts and tools before the visit with stores or the parts team.
- Follow job status through the day and reassign jobs when a technician is delayed or unavailable.
- Update customers on technician arrival times, delays and job completion.
- Close jobs in the system only after receiving the service report, customer sign-off and parts used.
- Schedule preventive maintenance visits under AMC or warranty contracts and confirm their completion.
- Escalate repeat complaints and jobs pending beyond SLA to the service manager.
- Prepare daily reports on jobs logged, closed, pending and repeat visits.
Requirements
- Graduate in any discipline
- Knowledge of the product or equipment serviced is an advantage
- Good communication in Hindi or the local language and basic English
- 1 to 3 years in service coordination, customer support or dispatch
KRAs and KPIs for a Service Coordinator
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Assignment speed | Every service request assigned to a technician within 2 hours of logging |
| SLA closure | At least 90 percent of jobs closed within the promised time |
| First-time fix | Repeat visits for the same complaint below 10 percent of jobs |
| Preventive maintenance | Scheduled AMC visits completed in the planned month |
| Customer updates | Customers informed of every delay before the visit slot |
Skills and tools
Tools used day to day: Service CRM or field service software, MS Excel, Phone and WhatsApp for business, Maps for route planning, Spare parts system.
Reporting line and career path
Next roles: Service Delivery Executive, Operations Coordinator, Customer Support Team Leader
Interview questions for a Service Coordinator
- You have 15 open jobs and four technicians. How do you plan the day?
- A customer calls for the third time about the same fault. What do you do?
- How do you decide which complaint to attend first?
- A technician says a part is not available. How do you keep the customer informed?
- What details must a service report have before you close a job?
- Tell me about a time you calmed down an angry customer.
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What does a service coordinator do?
A service coordinator logs customer service requests, assigns them to field technicians, arranges spare parts, schedules visits and AMC maintenance, keeps customers informed and closes jobs once service reports are received. They are the link between customers, technicians and the parts team in a service business.
What skills are needed for a service coordinator?
Service coordinators need scheduling skills, working knowledge of the product or equipment, comfort with a service CRM, knowledge of local areas for routing and clear communication with customers. Patience is essential, since many calls come from customers who are already unhappy about a fault.
What is the difference between a service coordinator and a customer care executive?
A customer care executive answers customer calls and queries and logs complaints. A service coordinator takes those complaints and makes the fix happen: assigning technicians, arranging parts, following the job and closing it with a service report. In small service companies one person may do both.