Job Purpose

The Operations Coordinator – Installation & Maintenance is responsible for planning, coordinating, and monitoring field installation and maintenance activities for consumer electronics products to ensure timely service delivery, high customer satisfaction, efficient resource utilization, and compliance with company standards and service level agreements (SLAs).

The role acts as the primary operational link between customers, field teams, and internal stakeholders to ensure smooth execution of installation and maintenance requests.

Key Responsibilities

Service Operations Coordination

• Coordinate daily installation, preventive maintenance, corrective maintenance, and service schedules for field teams.
• Assign work orders and optimize technician deployment based on location, capacity, urgency, and technical requirements.
• Monitor job progress and ensure completion within agreed timelines and SLAs.
• Track open service requests and proactively resolve delays or operational bottlenecks.
• Ensure technicians receive complete job details, customer information, required tools, and spare parts before deployment.

Customer Coordination

• Serve as the primary point of contact for customers regarding installation and maintenance appointments.
• Confirm service schedules, communicate expected timelines, and provide updates on service status.
• Manage customer escalations and coordinate timely resolution.
• Ensure service quality and maintain high customer satisfaction levels.
• Collect and review customer feedback after service completion.

Team Supervision & Support

• Supervise installation and maintenance teams and support efficient day-to-day operations.
• Monitor technician attendance, productivity, utilization, and field performance.
• Provide operational guidance and ensure adherence to service procedures and policies.
• Coordinate technician training requirements and support performance improvement initiatives.
• Conduct regular team meetings to review operational issues and priorities.

Service Administration & Reporting

• Maintain accurate records of service requests, installations, repairs, customer interactions, and service outcomes in the ERP/Service Management System.
• Generate operational reports including:
• Service request backlog
• Technician utilization
• First-time fix rate
• Installation completion rate
• SLA achievement
• Customer satisfaction indicators
• Track warranty and non-warranty service activities.

Inventory & Resource Coordination

• Coordinate availability and allocation of spare parts, accessories, tools, and installation materials.
• Work closely with warehouse and procurement teams to minimize service delays.
• Monitor field inventory usage and support inventory reconciliation activities.

Compliance, Safety & Continuous Improvement

• Ensure installation and maintenance activities comply with manufacturer requirements and company standards.
• Promote safe working practices and compliance with HSE requirements.
• Identify operational improvement opportunities and recommend process enhancements.