Sr. Service Coordinator

Position Overview:

The Senior Service Coordinator is responsible for managing and overseeing the efficient transportation and delivery of electronic products from retail stores to the service center. This role ensures timely and accurate processing of product drops, coordinates with a team of technicians, and upholds high standards of service quality and customer satisfaction. The Senior Service Coordinator will supervise a team of Tech-force technicians, providing leadership, monitoring performance, and ensuring operational efficiency.

Key Accountabilities:

• Coordination & Logistics:

• Manage and schedule the collection and delivery of electronic products from retail stores to the service center.
• Ensure timely and accurate tracking of all product transfers using established systems and procedures.
• Team Leadership:

• Supervise a team of 12 technicians, providing guidance, support, and performance feedback.
• Conduct regular team meetings to discuss performance, address challenges, and share updates.
• Foster a collaborative and motivated work environment.
• Operational Excellence and SOP:

• Monitor daily operations to ensure timely completion of tasks and adherence to quality standards and SOP.
• Implement and refine procedures to improve workflow efficiency and minimize delays.
• Address and resolve operational bottlenecks in coordination with other departments.
• Reporting & Documentation:

• Prepare daily, weekly, and monthly reports on operations, team performance, and key metrics.
• Maintain accurate records of product transfers, service requests, and technician activities.

Qualifications, Experience, Skills, Knowledge:

• Qualifications

• Relevant technical certification or degree in Electronics or logistics

• Experience

• Minimum of 5 years of experience in service coordination, logistics.
• Proven experience managing a team, with a track record of improving team performance and operational outcomes.
• Experience in handling electronic products and SAP or service software

• Skills

• Strong organizational and time-management skills.
• Excellent leadership and team management abilities.
• Effective problem-solving and decision-making skills.
• Strong communication skills, both verbal and written.
• Ability to work under pressure and meet tight deadlines.

• Knowledge

• In-depth understanding of logistics and supply chain processes.
• Familiarity with electronic product handling and storage requirements.
• Knowledge of health and safety standards related to product transportation.
• Proficiency in analyzing data to track performance and identify areas for improvement.