Service Coordinator

Job Title: Service Coordinator
Location: Chennai, India
Company: Northland Controls

Northland Control Systems is looking for two Service Coordinators.

What Were Looking For
We are seeking a motivated and energetic individual who embraces challenges, learns quickly, and takes responsibility for their work. At Northland, we value a positive attitude and a collaborative spirit. If youre passionate about delivering excellent service and thrive in a fast-paced environment, youll fit right in with our team.

Key Responsibilities

• First Line of Support: Receive and respond to service calls from clients via email or our internal ES system. Assign either a Local Service Partner (LSP) or a Northland Engineer, or engage a Northland Application Engineer to provide remote resolution. Ensure all calls are handled promptly and professionally.
• Service Scheduling: Coordinate engineer site visits within strict service level agreements (SLAs).
• Data Management: Maintain accurate and detailed records of all client and LSP interactions for each service ticket, ensuring reports can be easily generated for management.
• Ownership of Service Tickets: Proactively manage service tickets from initiation to completion, ensuring customer satisfaction.
• Client Communication: Keep all relevant stakeholders informed of service ticket statuses.
• LSP Coordination: Ensure LSPs are fully briefed and equipped to resolve issues efficiently during their first visit.
• Cross-Regional Collaboration: Participate in daily handover calls across regions to ensure smooth transitions between teams.
• Client Meetings: Present open ticket reports during weekly client calls.
• Preventative Maintenance Management: Schedule and manage PMTs, ensuring they are completed on time and within scope.
• Management Reporting: Provide weekly status updates on ongoing service calls, proactively addressing issues before they escalate.
• Continuous Improvement: Regularly review processes to improve efficiency and enhance customer service.
• Health & Safety Compliance: Adhere to company health and safety standards at all times.

Required Qualifications

• Strong written and verbal communication skills.
• Proficient in Microsoft Word and Excel.
• High attention to detail and strong organizational skills.
• Ability to work independently and manage time effectively.
• Excellent customer service skills with a problem-solving mindset.
• Diplomatic and proactive in handling client and partner interactions.

Desired Skills

• Team player with the ability to work independently when needed.
• Customer-focused with excellent interpersonal and communication skills.
• Open to taking on additional tasks with potential regional and global travel.
• Experience working in a multicultural and global environment.

Education and Experience

• Prior experience in physical security service coordination is preferred.

Work Environment
This position is based in the office, offering a full-time role of 40 hours per week.