Associate Service Operation Executive

Job Summary:

We are seeking a responsible and process-driven Associate Service Operation Executive to support service operations for our manufacturing business. The role includes coordinating service/installation calls, managing documentation, ensuring timely service delivery, monitoring spare parts movement, and maintaining communication between customers and service engineers.

Key Responsibilities:

Service Coordination & Scheduling:

Register customer service requests—installation, maintenance, breakdown—and assign them to field engineers.

Schedule service visits based on priority, engineer availability, and customer timelines.

Follow up with service teams to ensure timely completion of calls.

Operational Support:

Maintain accurate records of service reports, installation documents, warranty cards.

Update CRM/ERP systems with service status, parts used, and job completion details.

Monitor adherence to service SLAs and escalate delays to management.

Support preventive maintenance planning for machines/equipment installed at client sites.

Spare Parts & Inventory Coordination:

Coordinate with the store/warehouse team for availability of spare parts required for service calls.

Track consumption of parts, prepare requisitions, and maintain proper documentation.

Assist in managing return/repair/replacement of defective components.

Customer & Internal Communication:

Communicate service schedules, delays, and updates to customers professionally.

Ensure customer satisfaction by resolving basic queries and forwarding technical issues to the concerned team.

Work closely with sales, production, quality, and logistics for seamless service operations.

Reporting & Data Management:

Prepare daily/weekly/monthly service reports—call status, pending calls, part usage, engineer productivity, etc.

Assist in analysing service trends and supporting process improvement initiatives.

Required Skills & Qualifications:

Graduate/Diploma in any field preferred.

1–3 years of experience in service coordination/service operations in the manufacturing or industrial sector.

Strong communication and coordination skills.

Understanding of machinery/equipment service processes.

Proficient in MS Excel (VLOOKUP, pivot table preferred) and basic ERP/CRM tools.

Ability to handle multiple tasks and work under deadlines.

Problem-solving approach with attention to detail.

Job Type: Full-time

Pay: ₹180,000.00 - ₹240,000.00 per year

Experience:

• Customer service: 1 year (Required)

Work Location: In person