Service Coordinator

About the Role

Print-world is seeking an experienced and responsible Service Coordinator to manage customer service complaints, engineer visits, service schedules, and daily communication between customers, service engineers, and management. This is a full-time position based in Bhosari MIDC, Pune.

Key Responsibilities

• Receive and record customer service complaints and requirements.
• Coordinate engineer visits based on customer priority and engineer availability.
• Share customer complaints and visit requirements with the concerned service engineer.
• Maintain daily service visit schedules and follow up on pending complaints.
• Coordinate with customers regarding engineer arrival time and visit status.
• Record engineer check-in and check-out time for every customer visit.
• Ensure engineers collect necessary information, photos/videos, and printer running videos wherever required.
• Ensure service reports are submitted after every visit.
• Maintain records of service calls, pending complaints, spare-parts requirements, and completed jobs.
• Coordinate with the service and spare-parts team for timely resolution.
• Follow up with customers until the complaint is closed.
• Prepare daily/weekly service status reports for management.
• Escalate urgent or unresolved customer complaints to management.
• Coordinate with the sales team when a service visit identifies a new sales opportunity.

Requirements & Tech Stack

• Good communication and customer-handling skills.
• Good knowledge of MS Excel, Word, and email.
• Ability to coordinate multiple engineers and customer visits.
• Strong follow-up and problem-solving skills.
• Good documentation and reporting skills.
• Ability to work under pressure and handle urgent customer requirements.

Qualifications

• Preferred experience: 2–5 years in Service Coordination, Customer Support, Technical Coordination, or a similar role.
• Experience in industrial machinery/service coordination will be preferred.