We are seeking a responsible and process-driven Associate Service Operation Executive to support service operations for our manufacturing business. The role includes coordinating service/installation calls, managing documentation, ensuring timely service delivery, monitoring spare parts movement, and maintaining communication between customers and service engineers.
Key Responsibilities:
Service Coordination & Scheduling:
?Register customer service requests--installation, maintenance, breakdown--and assign them to field engineers.
?Schedule service visits based on priority, engineer availability, and customer timelines.
?Follow up with service teams to ensure timely completion of calls.
Operational Support:
?Maintain accurate records of service reports, installation documents, warranty cards.
?Update CRM/ERP systems with service status, parts used, and job completion details.
?Monitor adherence to service SLAs and escalate delays to management.
?Support preventive maintenance planning for machines/equipment installed at client sites.
Spare Parts & Inventory Coordination:
?Coordinate with the store/warehouse team for availability of spare parts required for service calls.
?Track consumption of parts, prepare requisitions, and maintain proper documentation.
?Assist in managing return/repair/replacement of defective components.
Customer & Internal Communication:
?Communicate service schedules, delays, and updates to customers professionally.
?Ensure customer satisfaction by resolving basic queries and forwarding technical issues to the concerned team.
?Work closely with sales, production, quality, and logistics for seamless service operations.
Reporting & Data Management:
?Prepare daily/weekly/monthly service reports--call status, pending calls, part usage, engineer productivity, etc.
?Assist in analysing service trends and supporting process improvement initiatives.
Required Skills & Qualifications:
Graduate/Diploma in any field preferred.
1-3 years of experience in service coordination/service operations in the manufacturing or industrial sector.
Strong communication and coordination skills.
Understanding of machinery/equipment service processes.
Proficient in MS Excel (VLOOKUP, pivot table preferred) and basic ERP/CRM tools.
Ability to handle multiple tasks and work under deadlines.
Problem-solving approach with attention to detail.
Job Type: Full-time
Pay: ₹180,000.00 - ₹240,000.00 per year
Experience:
Customer service: 1 year (Required)
Work Location: In person
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