service co ordinator

Location: Howrah

Department: After-Sales Service / Customer Support

Reports to: Service Manager / Head of Service

The Service Coordinator at SI Surgical Pvt Ltd will be the central point of communication between customers, service engineers, vendors, and internal teams. You will ensure timely, smooth, and effective after-sales support for medical equipment, optimize service workflows, and enhance customer satisfaction.

1. Customer Service & Support

• Act as the first point of contact for service requests from hospitals, clinics, and healthcare partners.
• Log, track, and manage service calls, emails, and tickets in the service management system.
• Follow up with customers about service status, parts delivery, and resolution timelines.
• Provide professional updates and expectations to customers proactively.

2. Service Coordination

• Assign service calls to field engineers / technicians based on priority, location, and skill-set.
• Schedule site visits, preventive maintenance (PM), and repairs.
• Coordinate logistics for parts, tools, and service resources.
• Prepare call sheets, service orders, and job cards.

3. Documentation & Reporting

• Maintain accurate records of service calls, response times, resolution status, and customer feedback.
• Prepare daily/weekly service reports for management.
• Ensure all warranty, AMC (Annual Maintenance Contract), and billing records are up to date.
• Document spare parts used, consumables, and service charges as required.

4. Cross-Functional Collaboration

• Work closely with Sales, Service Engineering, Technical Support, and Spare Parts teams.
• Support service escalations and manage escalation communication.
• Collaborate with quality and compliance teams for audit readiness.

5. Customer Satisfaction & Follow-Up

• Conduct follow-up calls to ensure issue resolution and customer satisfaction.
• Collect feedback, record complaints, and suggest process improvements.
• Manage service feedback surveys and report insights to the service head.

Experience:3–5 Years

Salary Range:₹18,000 – ₹30,000 per month