Service Coordinator – CCTV & Security Systems

Service Coordinator – CCTV & Security Systems

Company: Rudra Shield Private Limited

Location: Gurugram

Employment Type: Full-time | Work from Office

Experience: Minimum 2 years in service coordination, after-sales support or field-service operations

About the Role

Rudra Shield installs and maintains CCTV, fire alarm systems, access control, video door phones (VDP), biometric attendance systems and electromagnetic (EM) locks.

We are looking for an organised, proactive Service Coordinator to manage client communication, site readiness, engineer scheduling and job tracking. You will coordinate each job from scheduling through documented completion and handover to accounts for invoicing.

Key Responsibilities

• Coordinate with clients to confirm site readiness, access permissions, customer availability and visit timings before deploying engineers.

• Prepare and maintain the daily engineer roster in coordination with the technical lead, considering job priority, engineer availability and required skills.

• Create and assign job cards in our ERP with clear work scope, site address, customer contact details and relevant instructions.

• Coordinate with stores, procurement and the technical team to confirm required materials and tools before scheduled visits.

• Track engineer arrival, work progress, pending requirements and expected completion; communicate schedule changes promptly.

• Register customer complaints and service requests, arrange engineer visits and follow up until resolution.

• Keep clients informed about visit schedules, progress, delays and next steps.

• Escalate technical issues, missed commitments and unresolved complaints to the appropriate person.

• Collect completed job cards, service reports, installation photos and customer acknowledgement.

• Track incomplete jobs and repeat visits, ensuring every pending task has a clear next action and responsible person.

• Share complete job closure details and supporting documents with accounts for timely invoice generation.

• Schedule and track preventive maintenance and Annual Maintenance Contract (AMC) visits.

• Maintain accurate ERP records and provide daily updates on scheduled, completed, pending and overdue jobs.

Candidate Requirements

• Graduate in any discipline with at least 2 years of relevant experience.

• Previous experience scheduling field engineers or technicians and tracking service jobs through completion.

• Strong Hindi communication and good English for customer emails and written updates.

• Comfortable using Excel, email and ERP/CRM software.

• Strong organisation, prioritisation and consistent follow-up skills.

• Ability to handle customer complaints calmly and coordinate firmly with internal teams.

• Willingness to take ownership of pending work and maintain accurate records.

Preferred Background

Experience in electronic security, CCTV, fire alarm, access control, building automation, IT hardware, networking, HVAC or similar installation and maintenance businesses.

Familiarity with these systems is an advantage. Hands-on installation expertise is not required; technical diagnosis and installation quality are handled by the technical team.

What Success Looks Like

Engineers arrive at prepared sites with clear job instructions, clients receive timely updates, complaints are followed through to resolution, and completed jobs reach accounts with the documents needed for invoicing.