Service Coordinator (Help Desk)

Job Description: Service Coordinator (Help Desk)

Location: Bangalore, Karnataka

Position: Service Coordinator (Help Desk)

Experience: 2–5 Years

Industry: Industrial Power Equipment / UPS Systems / Power Solutions

Position Overview

We are looking for an organized and responsive Service Coordinator (Help Desk) to manage customer support operations and field service logistics for industrial power systems, including UPS units, inverters, and power distribution equipment. The candidate will act as the core liaison between clients, field service engineers, and internal teams to ensure prompt fault resolution, seamless preventative maintenance schedules, and high customer satisfaction.

Key Responsibilities

• Help Desk Management: Serve as the primary point of contact for customer queries, service requests, and breakdown calls received via phone, email, or web portal.

• Ticket Lifecycle Tracking: Log all incoming incidents in the ticketing system, assign priority levels, and track issues to resolution within contractual SLAs.

• Field Engineer Dispatch & Routing: Coordinate daily schedules for field service engineers, optimizing response times and geographic routing for installations, maintenance, and emergency repairs.

• Spare Parts Logistics: Work with warehouse and procurement teams to track availability and dispatch of critical spare parts required for service jobs.

• SLA Compliance & Reporting: Monitor resolution times against service level agreements, escalate critical delays, and generate weekly service metric reports for management.

• Customer Communication: Provide regular status updates to clients throughout the repair lifecycle and gather post-service feedback.

Key Requirements

• Education: Diploma / Bachelor’s degree in Electrical/Electronics Engineering, Computer Applications, or Business Administration.

• Experience: 2+ years of experience in service coordination, help desk operations, or technical customer support within power systems, industrial machinery, or IT hardware sectors.

• Skills: Proficient in CRM or service desk software (e.g., Salesforce, Zoho, Freshdesk), MS Excel, and route planning.

• Communication: Clear, polite, and effective verbal and written communication in English and regional languages to manage field teams and clients efficiently.