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Service Coordinator

2 weeks ago

Dubai United Arab Emirates UAE Al Shola Transport Company (LLC) Full time

Service Coordinator for Generator Industry Job Description

A Service Coordinator role manages and orchestrates all service-related activities, from initial customer contact to the completion of a job. This position ensures the efficient deployment of field technicians, handles customer communications, and tracks service contracts for maintenance and repairs.

Service operations management

· Dispatching: Schedule and dispatch service technicians for routine maintenance, emergency call-outs, and repair work based on location and technician availability.

· Customer Communication: Serve as the primary point of contact for customers. Provide updates on service schedules, project status, and address inquiries via phone and email.

· Work Order Management: Create and manage work orders from start to finish, ensuring all necessary information is captured and that jobs are completed and invoiced promptly.

· Preventive Maintenance (PM) Scheduling: Coordinate regular maintenance schedules and proactively communicate with customers to ensure their generators are serviced on time.

Administrative duties

· Documentation and Record Keeping: Maintain accurate and detailed service records, logs, and customer interactions in the company's system (e.g., CRM or ERP).

· Parts and Inventory Management: Coordinate with internal departments to ensure technicians have the necessary parts and equipment. Track and manage parts and inventory for all service projects.

· Invoicing and Billing: Work with accounting to ensure timely and accurate invoicing for service calls, maintenance contracts, and warranty claims.

· Reporting: Prepare and submit reports on service activities, team performance, and key metrics for management review.

Customer relations

· Issue Resolution: Handle customer complaints and issues with professionalism, resolving service-related problems to ensure customer satisfaction.

· Relationship Building: Develop and maintain strong relationships with customers, acting as a reliable liaison between clients and field service technicians.

· Process Improvement: Identify opportunities to improve service efficiency and processes to enhance the customer experience.