Head – Service Coordination

We are looking for an experienced and result-oriented Head – Service Coordination to lead and coordinate our service operations. The role will be responsible for ensuring timely service completion, improving turnaround time, managing service schedules, and driving effective coordination across teams.

The ideal candidate should have strong experience in managing service teams, handling customer escalations, monitoring service performance, and ensuring accountability for pending service cases.

Key Responsibilities

• 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
    
• 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.
  

Requirements

• 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.
  
• Experience in machinery, equipment, engineering, printing, or technical-service industries will be preferred.
  

Benefits

Incentive