Job Description

Company: Bizerba India Pvt Ltd Location: Hinjewadi phase 1, Taluka Mulshi, Pune, Maharashtra, 411057 Designation: Service Co - Ordinator For our location is Pune - Hinjewadi Phase 1 Experience: with three years\' experience in the area of Coordination / customer Service and Support preferred. Qualifications: Graduate in any discipline Salary: 3 to 4 LPA (Depending on the interview and skills) JOB DESCRIPTION OF SERVICE CO-ORDINATOR As a Service Coordinator, you will work with clients to provide effective communication with quality service co-ordinated and to ensure clients get the services they need within the companies specified policies. The Service Coordinator is often the initial contact, so having good people skills is a must. You will also need to build strong relationships with our customers, partners and service providers to ensure clients receive the best care possible. A service coordinator needs to have good communication and problem-solving skills. Building partnerships and good relationships with service providers and clients is a must to be successful in this role. A high school diploma and graduation is required for this position, but a post-secondary degree is preferred. : The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer. The Service Coordinator (SC) is responsible & accountable for organising information and the proactive planning of all incoming / outgoing work based on following 1. Call Management - Manual or CRM tool management 2. Service Orders with regards to AMC Revenue & Service operations within a specific geographic territory 3. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and SLA - Service Level Agreements or contractual agreements are met. 4. SC is an important link between our customers and service technicians / Service Provider \'s technicians and own service engineers 5. SC is responsible and accountable for service delivery for all products and for all divisions. Key Areas of Responsibility The main duties of the Service Coordinator include the following: Accept ownership of work orders routed to CALL MANAGEMENT Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts. Scheduling appointments with security escorts or third party service providers as required. Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time. Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall. Performing predefined start and end of day processes within the CALL MANAGEMENT. Recording any requested information for customer complaints referred by any outside source and managing escalations as defined. Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory. Providing a central point of communication for engineers and handling any incoming telephone messages that may require to be transmitted to the engineers within the territory. Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers. Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload. Ensuring the correct and timely closure and completion of all work orders At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available. Provide parts management/coordination (working with Logistics for SLA\'S) as assigned Follow Global Call Management tools, process and procedures as documented and posted in GP&S Scope Proactively plans, prioritizes, and assigns all outstanding work order tasks for Customer Engineers and ensures the prompt delivery of service to meet our contractual terms and conditions Work Environment The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations The position involves prolonged periods of PC and telephone usage. The Service Coordinator is accountable for continuously receiving and handling high volumes of customer calls and work orders The Service Coordinator works in a team environment and interacts with multiple internal customers. Reports to the Service manager -Tech Support Lead Keyboard proficiency Understanding of geographical areas and ability to utilize mapping tools for assigning work orders Understanding of Windows-based applications/tools Relationship building skills Excellent communication skills, verbal and written as well as listening skills Excellent customer service and problem-solving skills High quality organizational skills The ability to work well under deadlines and to multitask Excellent verbal and written communication skills Excellent critical thinking and problem-solving skills Job functional activities for Service Coordinator Assess the service needs of clients and connect them with the correct provider Create and maintain a directory of service providers and resources Create and maintain a database of clients and client needs Assess client issues and provide recommendations to fix problems Ensure each client is given the necessary services and follow up to fill ongoing service needs Maintain good relationships with service providers and clients to keep customer base Expand the list of resources and providers to assure there are no gaps in services Answer telephones and respond to email inquiries in the office Qualifications for Service Coordinator Graduate in any discipline with three years\' experience in the area of Coordination / customer Service and Support preferred. industry products experience or a related customer service experience is required, technical orientation will be an advantage Advanced PC literacy - MS Excel proficiency is needed and is a must Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel IS A MUST

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