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Head – Service Coordination

Autoprint Machinery Manufacturers

Coimbatore, IND

Full-time

Senior · 5+ years experience

Onsite

Discovered 6 days ago

Free

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Lead and coordinate the service coordination team and ensure smooth day-to-day service operations.
Plan and monitor service schedules and technician allocation to ensure timely customer support.
Drive on-time service completion and continuously improve service turnaround time.
Monitor and follow up on pending service cases until closure.
Handle and resolve customer escalations with a strong focus on customer satisfaction.
Track service performance through key KPIs such as: Response Time Turnaround Time (TAT) Pending Service Cases First-Time Resolution (FTR) On-Time Service Completion
Response Time
Turnaround Time (TAT)
Pending Service Cases
First-Time Resolution (FTR)
On-Time Service Completion
Ensure proper follow-up and accountability within the service team.
Coordinate effectively with Service, Sales, Stores, Finance, and other internal teams to resolve service-related issues.
Identify bottlenecks in service operations and implement practical solutions to improve efficiency.
Maintain regular reporting and provide management with updates on service performance and critical pending cases.
Take a hands-on approach to resolving long-pending and critical service issues.

Proven experience in leading and coordinating service teams .
Strong track record of achieving on-time service completion and improving service turnaround time.
Experience in managing service schedules, technician allocation, customer escalations, and pending service cases.
Strong understanding of service KPIs and performance monitoring .
Excellent team-management skills with the ability to drive accountability, discipline, and performance .
Strong communication, coordination, follow-up, and problem-solving skills.
Hands-on and result-oriented approach to service issue resolution.

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