Service Coordinator

Main responsibilities

• Record all customer and dealer calls in Salesforce.
• Immediately acknowledge the complaint by sharing a unique Complaint Number with the customer/dealer via email or phone.
• Allocate daily service calls to technicians based on priority, location, and availability through Salesforce.
• Ensure that the pre-installation checklist is shared with the customer or dealer in advance, prior to scheduling the engineer’s site visit for Installation of machine.
• Monitor open calls, particularly those pending due to warranty parts or approvals. Provide timely updates to customers/dealers on the status and expected resolution timeline.
• Ensure technicians submit their service reports on a daily basis. Verify and upload the reports into the Salesforce for future reference.
• Prepare quotations for service charges, installation charges, chemicals and spare parts based on technician reports. Coordinate with the Order Management Team for invoicing, order processing, and dispatch of parts.
• Inform the customer/dealer upon successful completion of the service call and share the signed Service Report via email and update the sheet to mark the case as closed.
• Daily update Salesforce activities and tasks within the respective assets and technician visits to maintain transparency and smooth coordination.
• Ensure adherence to defined TAT (Turnaround Time) for all service activities.

Requirements

• Previous experience in a service coordination, customer support, or maintenance role
• Fluent English
• Strong customer service mindset with a proactive approach
• Excellent organizational skills and attention to detail
• Strong communication and problem-solving skills
• Proficiency in Microsoft Office Suite and service management software
• Strong knowledge of commercial kitchen equipment and combination ovens is a plus

What Unox offers

• Work-Life balance initiatives
• Paid time off & overtime
• Personal and family welfare
• Health insurance & welfare programs
• Career growth & training programs
• Diversity & inclusion policies
• International mobility & relocation support
• Team building activities