Technical Support Executive

About the RoleWe are looking for a young, energetic and responsible Service Coordinator who is keen to learn and build a career in service operations and facility management.

The candidate will be responsible for coordinating customer service requirements, assigning jobs to service engineers/technicians, following up on work progress and ensuring timely closure of service calls.

This is a hands-on coordination role where the candidate will learn about HVAC/AC services, customer management, service operations, MIS and team coordination.

• Key ResponsibilitiesReceive and register customer service complaints/calls through the company’s service management system.
• Understand the customer requirement and coordinate with the appropriate service engineer/technician.
• Allocate service calls to engineers/technicians based on location, skill and availability.
• Follow up with engineers for timely attendance and resolution of service calls.
• Keep customers updated regarding engineer visits, work status and expected completion.
• Monitor pending/open calls and ensure regular follow-up until closure.
• Coordinate preventive maintenance (PPM) activities and ensure scheduled visits are completed on time.
• Collect service reports, job completion reports and other required documents from technicians.
• Coordinate with customers for approvals, quotations, material requirements and completion confirmation.
• Escalate delays, technical issues and customer concerns to the senior team.
• Maintain daily service MIS and provide updates on pending, completed and overdue calls.
• Coordinate with regional technicians/vendors and ensure proper documentation.
• Support the operations team in maintaining SLA and service performance.
• Learn the company’s CRM/service management process and gradually take responsibility for assigned customers/accounts.