Job Description

Department: Sales & Service

Reports To: Head - Customer Care

1. Role Purpose

The Sales and Service Coordinator is responsible for seamless coordination of

spares sales, service requests, and customer support activities

.
The role ensures

timely response to customers

,

accurate spares identification

,

smooth service execution

, and

proper closure of service and commercial activities

, while acting as a bridge between Customers, Service Engineers, Stores, Purchase, and Accounts.

2. Key Responsibilities

A. Spares Sales Coordination

Receive and register

spares enquiries

from customers. Coordinate with Service, Design, and Stores to

identify correct part numbers, specifications, and compatibility

. Prepare and issue

spares quotations

in coordination with Sales / Accounts. Follow up with customers for

order confirmation and payment

. Coordinate with Stores and Dispatch to ensure

on-time delivery of spares

. Maintain spares enquiry, quotation, order, and dispatch records.

B. Service Coordination

Register

service calls, breakdown complaints, and service requests

. Coordinate allocation and scheduling of

service engineers

based on priority and availability. Ensure

service visit planning

, including spares, tools, and documents. Track service execution and ensure

timely closure of service calls

. Follow up with customers for

service feedback and satisfaction confirmation

.

C. Inter-Departmental Coordination

Coordinate with

Service Engineers

for technical inputs and spares requirements. Liaise with

Stores and Purchase

to ensure availability or procurement of required spares. Coordinate with

Accounts

for invoicing, payment follow-up, and service billing. Escalate critical service issues to Service Head for timely resolution.

D. Documentation & MIS

Maintain

service call logs, spares sales records, AMC details, and warranty status

. Ensure

service reports, job cards, and customer acknowledgements

are received and filed. Prepare and submit

weekly and monthly MIS reports

(open calls, response time, spares sales, pending payments). Support audits by maintaining proper documentation and traceability.

E. Customer Communication & Support

Act as the

single point of contact

for customers for spares and service coordination. Ensure

professional, timely, and clear communication

with customers. Keep customers informed about

service schedules, spares delivery, and closure status

. Support resolution of customer complaints and follow up on corrective actions.

F. Process Discipline & Continuous Improvement

Ensure compliance with

ISO 9001:2015

requirements related to service and spares. Support implementation of

standard service processes, formats, and checklists

. Identify opportunities to improve

response time, coordination efficiency, and customer satisfaction

. Participate in

Kaizen and continuous improvement initiatives

within the department.

3. Key Deliverables / KPIs

Timely response to spares enquiries and service calls. On-time spares dispatch and service execution. Reduction in pending service calls and follow-ups. Accurate documentation and zero billing errors. Improved customer satisfaction and repeat spares business. Compliance with service-related quality processes.

4. Skills & Competencies

Strong coordination and follow-up skills. Basic technical understanding of machine tools and spares. Good communication skills (customer-facing). Ability to work with ERP / Excel / service tracking systems. Organized, disciplined, and customer-oriented approach.

5. Behavioral Expectations

High ownership and accountability. Customer-first mindset. Structured and calm handling of service situations. Integrity and accuracy in communication and documentation. Positive attitude towards learning and improvement.
Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?27,000.00 per month

Benefits:

Provident Fund
Work Location: In person